Compassion that made all the difference

I would like to express my sincere thanks to Matthew from the Retentions Department. He mentioned that I would receive a link to review his service, but I never received it — so I wanted to share my experience here instead.

I was recently in a car accident that resulted in my vehicle being written off. Over the past three weeks, I’ve spoken to many consultants while trying to sort out my claim. When Matthew called to assist with canceling my policy, the first thing he asked me was, “Were you driving?” and “Are you okay?”

That simple act of concern meant more than I can express. He reminded me that while losing a car is hard, my life and well-being are what matter most. Out of everyone I’ve spoken to at the company, Matthew was the first — and only — person who truly spoke to me with kindness and humanity.

Sadly, my first interaction after the accident was with a consultant who spoke to me in an unkind, dismissive tone — with no empathy whatsoever. I was still shaken from the incident, and it made the experience even harder to handle.

Matthew’s compassion helped shift that entire experience. He treated me like a person, not just a policy number, and for that, I’m truly grateful. I hope he continues to bring the same kindness and empathy to others as he did for me. Because of him I will gladly insure with Budget again. Thank you, Matthew -Tamlynn