I lodged a complaint about the premium increase and the agent said some from the client retention department would call me back

I lodged a complaint about the premium increase and the agent said some from the client retention department would call me back. I was called 4 times and then I called back. They knew who I was, and Lerato discussed the policy, benefits and premium with me and based on changed circumstances was able to offer an acceptable lower premium. She was polite, helpful, empathetic and knowledgeable. A wonderful example of service delivery.