Doing the right thing, even when it’s hard

Some calls stay with you. One I’ll never forget came from a woman diagnosed with breast cancer. She was emotional and overwhelmed - not just by her diagnosis, but also by a recent breakup that had left her managing everything alone.

Listening with care

When I looked into her account, I noticed her travel insurance pack was inactive. Her joint bank account had been closed, which unintentionally cancelled her cover. Now, she was trying to cancel a holiday that clashed with her treatment, but there was no cover in place.

She was in tears, and I understood why. This wasn’t just about policy terms - it was about a person going through one of the hardest times of her life. I asked our underwriting team if we could make an exception. The underwriting rules couldn't be adjusted, but I didn’t stop there.

Putting people first, no matter what

I escalated the case to a team leader and reached out to her bank’s complaints team. Together, we arranged cancellation cover, and the bank also offered compensation for the distress caused. I stayed in touch with her throughout, and made sure she felt supported and heard. I also logged her vulnerabilities so future interactions would be handled with care.

She was incredibly grateful and told me how much it meant to have someone truly listen and fight her corner.