Some of the call centre staff are rude and not willing to listen and help.

My sister spoke to Lindy in the call centre. She was anything but helpful. We have power of attorney over my mom (the policy holder) and instead of checking the policy, she outright refused (even after telling her that we have power of authority, attempting to explain why we are calling and providing the claim number), became extremely rude and put the phone down. Is this how you help your clients? Truly unprofessional. I phoned back and reached José. The first thing he did (after telling him about the power of attorney), was to go into my mom's profile. Then he helped us. Why could Lindy not do the same?