Customer service for the win

Nobody understands their medical aid, not really. I called the contract center and spoke to a friendly lady (Noksie), she was patient with me and answered my questions, and all the follow-up questions, she did it thoroughly with understanding. I'm pretty sure she 'dumbed it down' for me. Which I appreciated, as I didn't have a comprehensive glossary at hand with all the lingo. 17/10 excellent.