Excellent Service Received from Mr Sean van der Ross

I would like to commend one your employees, Mr Sean van der Ross for the exceptional handling of a query for payment of Auth Number 922256 for Policy number A040515.

The payment was outstanding since end January 2022. We followed up on the payment a few times and there was no positive outcome. I called your organisation last week and spoke with a consultant who said that he would forward a request (again) to the Finance/Accounts department and that I should call and follow up on the payment. I called on Monday 4 April 2022 and spoke with Sean for the first time. He was invested, engaged, offered to escalate the claim and told me that he would call me later to provide feedback. I was pleasantly surprised to receive a call with an update. Sean called me again on 5 April 2022 to give me a further update on when payment would be done and to apologise for the delay.

Dealing with Sean has been like a breath of fresh air. Many people will attest to the fact that when we contact Insurance companies we hold on for long periods and it is always the customer or company providing the service to your customers that must call back and expense much energy and time to get queries resolved. You truly have an employee who is passionate about his job, he is a positive representative of your organisation as he has empathy and shows consideration for others as well as being a great listener. If there are more individuals like Sean in your organisation, you will surely increase the number of people wanting to open policies with you. I am so grateful for the professional manner with which he handled my call and query, I wrote this email to acknowledge that and express my appreciation.