Poor call centre experience

On Monday 5 December 2022, I contacted Discovery Insure call centre to register my car insurance claim and I received one of the most poor client experience. I called the first time and the lady dropped the call on my ear while I was talking and even her tone of voice was just rude. Then I called 2nd time and a guy also rudely dropped the call on my ear and not even phoned back and he didn’t even attempt to hear my story out properly which was shocking or to sympathise with me as I was almost hijacked. I have been a loyal Discovery Insure client whose never missed a premium and this service I received was beyond bad. I attempted to call one last time and at that point I was also about to cancel my insurance but thanks to Thando Ngwenya who not only sympathised with me but gave me one of the best client experiences, she listened to me and registered my claim even when the call dropped, she contacted me back to ensure that everything was in order. I kept my insurance active because of Thando otherwise, I would’ve cancelled immediately. I wish all the agents can learn from Thando’s client skills or Discovery Insure will lose clients in future due to poor service.