Very bad customer service.

Pathetic customer service. I submitted my claim within the 6months period and now they asking me for a motivational letter for late submission. I called they landline and they guy put me on hold for about 5 minutes and then the call just cut. I made numerous calls today but no one can assist me. I clearly requested from Tylin (agent) that if the call cuts he needs to call me back. It's been hours now and still no callback. I am very disappointed with the level of service. I have been with you for so many years and I never used this benefit. Now when I start using the service you are looking for reasons to delay my payment.