Meaningful service

Hi I would like to take a moment to express my sincere appreciation for the outstanding service and compassion shown by Refilwe Tlome.

I recently lost my grandmother, who was like a second mother to me. The period from April to June has been incredibly difficult, both emotionally and financially. As a result, I missed my May premium payment and explained to Refilwe that I was experiencing financial challenges at the time. I requested the opportunity to make payment later in the month when I was in a better position to do so.

What stood out to me was the kindness and understanding Refilwe showed throughout the process. When the debit order failed, she still arranged for the debit to run on 25 June, allowing me to catch up on both my May and June premiums. At no point did she rush me, pressure me, or make me feel guilty about my situation.

This was a completely different experience from what I have often encountered with collections departments. Refilwe demonstrated something that seems increasingly rare today: genuine compassion and an understanding that life happens. She treated me like a person rather than just an account number.

Employees like Refilwe are a tremendous asset to any organisation. Her professionalism, empathy, and willingness to help have left a lasting impression on me. In fact, the experience has made me admire Different Life Insurance as a company because it appears to value meaningful human connections and making a positive impact, rather than simply focusing on collecting money.

Please extend my heartfelt thanks to Refilwe for her exceptional service. She truly represents the best of what customer service should be.