The lady I spoke with over the phone was friendly, understanding, and genuinely sympathetic

The lady I spoke with over the phone was friendly, understanding, and genuinely sympathetic. She handled my concerns about the way my claim has been managed — and the treatment I received — with professionalism and care. She acknowledged my unhappiness, apologized sincerely, and assured me that she would follow up and investigate the matter. She also promised I would receive feedback and a call back.