Went out her way, and she didn't need too

I had my accident on the 1st Aug 2018, and by Nov 2018 I was told that not all the info was attached to my claim for the excess refund. I've then paid for the accident report from SAPS and sent to Miway in Nov 2018. Since then I've received no calls regarding an update and every time I called I was told someone will get back to me. This morning 18/02/2019 I had to hold on the line for almost 18mins for the legal department, just to be cut off. I called again and Portia assisted me immediately, she went out her way to advise that my application was only handed to a consultant and manager today. When she tried putting my call through to the consultant but he was busy on his line, she gave me his direct line number and said she'll go to his desk and make sure he calls me. Sure enough, not long after I ended the call with Portia did the assigned consultant call me. Imagine what good service you will have if all the staff is like Portia.