Our Melissa, head of complaint examination at Aviva Canada, on facing fear and finding joy.
Last year, we changed how we manage complaints to make it easier for customers to get to the right spot faster. We try to make it easy for customers to give us chance to do better.
We try very hard as a business to get it right for customers first time – and we usually do. But where a customer feels we got something wrong, my team handles the most complex and escalated complaints at Aviva Canada.
On making things right
Years ago, a customer called to query her policy. We talked and sorted it out.
Afterwards, she called me every so often – she did that for years. When she died, her daughter got in touch to let me know what an impression I’d made on her mum.
Another customer, an elderly lady, had a winter house fire. She lost her home, everything.
She called us from a motel, still wearing her pyjamas - she hadn’t realised we'd sent an initial payment already. Her call helped us spot that she needed extra support, and we took steps to help.
Talking to customers and understanding their position is one of the best things about my job. You can’t do that without empathy, which I’ve relied on in life outside of work in recent years, too.
On fear and gratitude
In 2019, I sold my dream home to be closer to my parents, my brother and his boys. I thought I’d take care of my family, but they ended up taking care of me.
At 41, I got diagnosed with advanced colon cancer. I was in surgery within 12 hours.
All I could think about was not seeing my nephews grow up.
After an eight-hour surgery came chemo. It was very aggressive - they dosed me high.
When treatment ends, fear begins. Is it going to come back? For me, there was a 60% chance it would.
It’s been a long recovery. You have brain fog. Your body isn't as strong. You tire more quickly. I'm lucky to be back to normal but it took at least 18 months.
With cancer, your whole world changes. You get past that, and you learn gratitude. I'm grateful for just looking out my window and seeing nature. It fills me with joy that no one can take away.
On walking in customers shoes
After my treatment, I had nerve damage in my feet. I’d lost a lot of muscle mass. The chemo affected my central nervous system, so my gait was off. Even walking one kilometre was a challenge. It hurt.
I worked hard at getting my mobility back through physio and other treatments, but I couldn’t find comfortable shoes.
I spent thousands of dollars on shoes. Then I found a company that lets you send shoes back after a month if they don’t work for you. I was able to cycle through shoes until I found the perfect pair.
Because of those shoes, now I can hike daily. I'll do 8-10K easily. I wrote to tell them how their shoes changed my life. I told them I have 11 pairs. They wrote back and offered me my twelfth pair for free.
On ice cream dreams
I once wanted to be a lawyer, but I found my true calling. In this job, I get to review contracts and regulations and help customers. I love it, but plan on retiring early if I can.
I’ve realised life is short. I want to spend more time with family and in the community. I want to run support groups for people going through cancer.
And there’s something else… There's an ice cream stand in a little park near where I live. I’m going to buy it. I’ll get to talk to local people and tourists. People from all different walks of life.
Everyone's happy when they're having ice cream, but if anyone isn’t I’ll give them an extra scoop!
