Poor customer care

Dear Customer Service Team, I am writing to express my disappointment with the customer service I received from one of your representatives on Friday. I contacted your office to follow up on a claim I submitted on Wednesday. I had received an SMS indicating that the payment would only be processed the following day — which happened to be the day of my mother’s funeral. I explained to the agent that I urgently needed assistance with the claim, as everything was on hold pending the payout. However, the agent’s response was dismissive, and I felt that no empathy or understanding was shown regarding my situation. Additionally, I was contacted on Friday regarding a loan vehicle, but to date, I have not received any confirmation about when the vehicle would be ready. This has caused me further inconvenience, as I was left without transportation despite my policy covering this benefit. I kindly request that you:

Review this matter and provide feedback regarding the conduct of the agent I spoke with. Advise on what will happen regarding the loan vehicle benefit, since I was unable to make use of it.

This experience has been very distressing, especially during an already difficult time. I would appreciate a prompt and considerate response to resolve these issues. Sincerely, Bianca Koen ***