Old Mutuals only 5 Star Employee

I would like to give a 5 star rating for the smartest employee that Old Mutual has. Her name is Michelle Shirto.

Michelle was the ONLY person from Old Mutual to contact my wife and me. Old Mutual had denied any liability towards me. They even denied I had a policy with them. They made it seem like I was lying. I struggled for 3 months, calling, emailing and sending online pleas. They ignored all my calls and emails. They were rude, unhelpful and didn’t even call me back once! I was about to go to the Ombuds, but approached the arbitrator of OM as a last resort. For the first time ever, I received a call from a person who actually cared. I want everyone, especially OM and it’s arbitrators to know that Michelle was courteous, calm and cool. She knew how frustrated and stressed we were. In fact I was fed up. I was trying desperately for 3 long months to get them to acknowledge that they took my payment, but did not send me a policy document, which they said was untrue. Michelle is very patient and professional.

Michelle asked me a few questions and then proceeded to search on their site for my policy and payment. Within minutes, like an Angel, she came to my rescue. She not only located the policy but also described the cover I had taken out, the exact time my policy was taken out and apologised for the break in their service.

How was this possible? It was due to her diligence, perseverance, and commitment that she singlehandedly located my policy, when everyone had failed. She never gave up on me. In fact, every other employee had just denied I had a policy. They didn’t even try to find it. Within minutes, she sent the documents to me via email. She reduced my stress, validated my claim that I did have a policy with OM and did all this with aplomb.

If anyone in OM deserves an award for diligence and hard work, my vote goes to Michelle. She was determined to find a resolution, though it was tricky as I did not have a policy number to give her. This didn’t stop her. She worked backwards to get the approx. time of the purchase and the bank I paid through. I don’t know exactly how she accomplished this, but I must hand it to her that she managed to restore my faith in the company, only through her hard work.

I thank her endlessly. I salute her. She is tenacious, diligent, professional, caring, unfaltering and indefatigable. She believed in me and didn’t make me feel like I’m a ****. I wish her continued success in her career, particularly a promotion and recognition for how she handled a difficult situation. Congratulations Michelle. Well done on your effort.

Whoever in OM reads this message, please ensure that Michelle receives this compliment which is from both my wife and I.