Service breakdown turnaround

I have 2 funeral policies with Hollard and wanted to consolidate them into 1 policy and required that the waiting period be waived. I got the run-around from a contact centre agent who was not prepared to help me or escalate the issue to a person who could accede to my request, even if it meant that this issue landed on the CEO's desk.<br> After almost 3 weeks of non-resolution, Lydia Shuncula called me today to give me information that would let me keep both funeral policies because their value is higher than what I was requesting, and to further consolidate the debit orders into 1. <br> Lydia was very professional and courteous and was able to diffuse the situation before it escalated to me taking my business elsewhere. Kudos to you Lydia!