Sometimes its individuals that cost the Company its dignity,and Management have to do damage control

After I complained about a claim that took 2 weeks to be finalized,I came across a lovely guy who politely apologised and brought to.my attention that sometimes the people they trust they let them down,and this gentlemen approved my claim in 20 minutes.Being in management myself,I know that these kind of things happen,just one person dropping the ball and cost the organization its dignity.So the way he apologised,I felt so sorry for him,and I hope this Rachel who was handling my claim was fired there and then.