Empathetic Service

I called Discovery Insure to request a non-increase of the fees on my premium, for personal reasons as well as poor service I'd received for a claim earlier in the year. I was put through to the Retentions Department and spoke to Shafick Allow. He was very empathetic and helpful, and while there wasn't any changes he could make to the policy premium, he was able to contextualise and make recommendations that I found helpful and very 'human'. He also reported the poor service for investigation which was appreciated. Thanks for your kind help!