Ntombikayise called regarding upgrade in life cover. I told her about the previous unsatisfactory experience I had with an upgrade whereby I was not notified of the compulsory HIV test that had to be taken after upgrade and how it affected my cover. She then explained everything to me regarding the split of the cover, which was not done the previous day when I queried why the premium had decreased. We went through all the screening questions and when I queried that I have not received my documents for the previous upgrade, she offered to do a test to see whether my e-mail address on file was correct, as it was incorrectly captured. I personally feel that she was clear and concise regarding the upgrade information and the premium changes and went the extra mile to explain and ensure all details were correct.
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