A delighted client
“Many thanks for the household assistance arranged for me,” said a delighted Mr X, a client of Global Choices, who was not only pleased with the assistance he received from EASA’s call centre and service provider but also case manager, Cie-Anne for her prompt follow-ups. “Thanks for the great service Cie-Anne”.
ABSA client thanks EASA
ABSA client, Miss TC Motaung thanked Pieter from Europ Assistance SA and JJ Motors for the excellent service she received. Very happy with the service.
Good day Colleagues (also Skhumbuzo and others whom I have not included in this email)
I would like to take this opportunity to thank you immensely for the hospitality extended to Ntsiki and me during our visit to Europ Assistance on Tuesday and Wednesday this week.
We can assure you that the time that we spent there was not wasted. We learned quite a lot even though in a limited space of time.
Please continue with the good work that you are doing and more so your desire to reach out, collaborate and extend learning opportunities to lesser entities (like us). It is our hope that we shall continue collaborating in the delivery of service to our clients.
Nellie M. Chokani Namame
Medical Call Centre Supervisor (Acting Call Centre Manager)
All things sorted!
“Thank you for assisting me in getting this travel insurance sorted out. I have downloaded it and printed copies to take with me. You have handled this in a very efficient manner, and at the same time have been very courteous. In this day and age one does not always find people who are efficient and courteous, when dealing with the public and the elderly. Once again I thank you,” wrote Norman, a client of Regent Insurance.
Another Crisis-on-Call client reassured by excellent service
IS: Diens ontvang van CrisisOnCall en LifeMed personeel op 22-06-2010
Dinsdag-aand 22-06-2010 het ek CrisisOnCall gebel vir ‘n ambulans vir RLW 000208 Mnr FC van Rooyen. Van die dame wat die foon geantwoord het tot die persoon wat my terug gebel het toe die telefoon waarvan ek af geskakel het, afgesny het was absoluut ongelooflik. Hulle het my onmiddellik op 2 fone terug gebel. Die foon waarvan af ek gebel het en op my selfoon. Hulle het my gerus gehou en gesê watter ambulans hulle gaan stuur.
Binne 10 minute was LifeMed op die toneel. Ek is baie jammer dat en die personeel se name geneem het nie maar wou nie pla terwyl hulle besig was nie. Die dame het Frans gestabiliseer en dadelik vir Baren gebel en hulp versoek. 10 minute later was hy op die toneel. Omdat hy bekommerd was oor Frans se hart se toestand het hy Frans die nodige medikasie toegedien en dadelik die Steve Biko hospitaal gebel en gereël dat hulle hom daarheen neem. Ons het agter hulle aangery. Toe ons by die hospitaal aankom het hulle Frans dadelik opgeneem en die hart dokter was by hom gewees.
Hoekom ek die briefie skryf is nie net om dankie te se vir die diens wat julle 2 maatskappye se personeel gelewer het nie maar ook vir die menslikheid waarmee julle personeel die pasiënt en ons behandel het. Al was dit ‘n Staats pasiënt, was geen moeite ontsien om hom en ons ingelig te hou nie. Hulle het al twee elke nou en dan uit gekom en ons gesê wat aangaan. Hulle het eers sy bed verlaat toe Baren vir my kom se het die dokter gaan nou reël vir x straal plate en dat hy tevrede is dat die dokter haar bes sal doen en hom nie net daar aan sy genade sal oorlaat nie.
Aan almal wat gisteraand gehelp het baie dankie. Julle is wonderlik.
Client says: "Thank you"
My daughter was hospitalized in Cambodia on Sunday 17th July. I called to ask them to assist as she had travel insurance. Madhu assisted fantastically. She called me back when promised, called my daughter in Cambodia and organised everything with the hospital. She kept me informed all the time giving regular updates. This was perfect service, that eased rather than exacerbated the problem. What a joy to deal with someone who gives the service promised and more. Well done!
Compassion and care for Barloworld client
But yes all is well with me and I am very thankful to the Europ assistance staff you supported me with passion and lots of caring through this time.
Senior Manager: Projects
Supply Chain Consulting Division
Barloworld Logistics Africa (Pty) Ltd
THAT’S WHAT REALLY COUNTS
I just joined Mi-Way a month ago. Just in the previous week, I was told that the system was not rectified; - the problem being, I had just changed my bank account. When my car broke down on me, on my trip for the holidays, I was mortified, and though this problem could not be sorted, when I phoned Mi-Way, a very courteous lady sorted the account for me, then she transferred me to Peter/Melvin at roadside assistance, who helped me with my car problem. Forget about the free holidays - this is what really counts when you are in need - a company that calls to follow up. You may put up my premium, it is worth every cent. You all went beyond my expectations. Mi- Way Client
WHAT A SERVICE!
I have never been treated with such compassionate and fast service in my life. I was in a state, when suddenly; my daughter fell very ill on Tuesday morning. I phoned Fedhealth emergency service and in a couple of seconds, my call was answered by Lucky.
He was so on the ball, he transferred my call to sister Riana, who gave me some medical advice, supposedly, while he was calling an ambulance for me. In five minutes the ambulance was at my house. I received a call the next day from a Fedhealth superviser. She wanted to find out how my daughter was doing.
Thank you so much guys, I am overwhelmed by your service, it is loving and yet so quick. I would refer anybody to the scheme. Fedhealth Client
CARE DURING A TRYING TIME
I would like to say a most sincere thank you to TIC/Europ Assistance, and especially Lydia Mentoor for the wonderful, kind and caring service received during a very trying time. The managing director of SM Travel was hospitalised in Bangkok three weeks ago. Without Lydia's constant help and friendliness this episode could have been a real nightmare. Thanks to her constant assistance he is now back in South Africa safe and sound. Although we have always been Europ Assistance supporters, this has taught us never to let a client travel without insurance. Once again my most sincere thanks for all that TIC/Europ Assist did for us. TIC Client
HELPING OTHERS TAKE STEPS ON THEIR OWN
Sorry I haven't e-mailed sooner. It has been a bit hectic since getting home and fortunately, D is making good progress. He has been walking with the aid of a walker but today is taking steps on his own. We saw Dr S on Monday and he is satisfied with D's progress. We will see him again on Friday.
Once again thank you so much for all your assistance and support. I really do not know what we would have done without your help and assistance we received from you all.
Thank you very much. TIC Client
IN GOOD HANDS
I just wanted to commend the excellent service provided by Rose in the services call centre. I had a breakdown in Alberton recently, and when I called to get assistance, she was excellent. She organised everything in a few minutes. Plus she called back later to ensure I was on my way home. I am thinking of changing my car, but definitely not my insurer. Keep it up guys! Mi-way Client
Crisis-on-Call compliments EASA
Crisis-on-Call clients had these compliments to pay to the exceptional agents in the Europ Assistance SA call centres who are there to take the call 24/7/265.
Ek wil net vir Monique komplimenteer met die manier waarop sy my oproep Maandag hanteer het. Ek het probleme met my kar gehad en het `n toutrok nodig gehad, sy was uiters vriendelik en hulpvaardig en het gereeld opgevolg om te hoor of die troutrok al gearriveer het en of alles uitgesorteer is. Haar diens en hulpvaardigheid het alles makliker gemaak.
Geagte Marius Vermaak,
Laat my asb. toe om eerstens GROOT apologie aan te teken dat ek nou eers met u skakel. Ek voel regtig soos ‘n aap. Die rede is:
Gedurende Sept. koop ek ‘n ouerige Mobiele karavaan as winskoop.Ek en die familie besluit toe impulsief om daarmee te gaan blomme kyk in die Wes-Kaap sonder dat ons die voertuig enigsins getoets of ge-“testdrive” het.Ek wil jou nie met verdere details verveel nie behalwe as volg:
Op pad tussen Garies en Springbok begin beide die brandstof-tenk lesings vinnig daal. 16 km. vanaf Springbok, agt-uur die aand in gietende ysreën gee die “Van” twee hoesies en gaan staan petrolloos. Wat nou? Ek oorweeg opsies soos pad vat te voet na Springbok, duimgooi soontoe op die pad waar net af-en toe ‘n voertuig verby kom. Pa, vra my seun wat was daardie bandjie wat Pa op ‘n stadium vir my gewys en van vertel het: Iets soos krisis-iets. Kan hulle ons nie help nie.Ek sê tot my skande moet ek sê, ek het skoon van hulle vergeet.Gelukkig kry ons die nommer op my selfoon. Ek bel. Mense, binne 20min.stop ‘n bakkie by ons met ‘n vriendelike outjie en 20 lit petrol. Ons gooi in ry agter hom aan dorp-toe tot by die naaste karavaan park. Ek wil hom betaalmaar hy weier. Hy se hy en CrisisOnCall sal dit uitsorteer.
Volgende oggend kom kuier hy weer, net om seker te maak als is reg.Sowat van diens het ek nog nie ervaar nie, maar wat my so sleg laat voel is dat ek my voorgeneem het om so gou moontlik met julle te skakel en te bedank en ek dit nou eers doen,asook dat ek die knaap se naam vergeet het en waarvandaan hy was.Weereens, BAIE DANKIE CrisisOnCall.
Ek wil net baie dankie se vir julle bystand en ondersteuning op 21 April. Ek was by die werk en het 'n aanval gehad, my kollegas het geweet my man is in die buiteland en hulle het my seun geskakel. Hy het virhulle gese hulle moet op my arm kyk ek het 'n crisis on call bandjie met 'n nommer op en agter op is my persoonlike nommer en skakel.
Dit was dieselfde dag wat die trein ongeluk in Pretoria was. Ons sekuriteit en selfs die kantoor het 'n ambulans geskakel en julle het ook 'n ambulanse gestuur wat eerste opgedaag het. Ek is hospitaal toe geneem, hulle het geweet waar is plek beskikbaar en ek is gou gehelp. Ek wil net weer baie dankie se vir julle bystand, en kan nie glo die kantoor het nog nooit my bandjie gesien of gevra waarvoor dit is nie, maar na ek weer op kantoor gekom het, maak baie seker ek dra my bandjie, want ek weet nie wanneer ek weer 'n aanval kan he nie, dit was die tweede keer. Die eerste keer was in Desember 2009 en my nommer op die bandjie het verloor, ek het gewag vir my nuwe bandjie, maar na die tyd het ons uitgevind waar die kantoor in Pretoria is en daar is ons gehelp en het nuwe bandjies gekry.
Baie dankie vir julle hulp, dit was die tweede keer wat ons julle nodig gehad het en ek kan getuig julle is altyd beskikbaar.
Ria du Plessis
Geagte Mnr / Mev / Mej
Ek wil net graag vir julle ‘n baie groot pluimpie gee. Ek het verlede jaar by Crisis on Call aangesluit en ek het vir die eerste keer van Reis Monitering gebruik gemaak toe ons op Vrydag Shelley Beach toe vertrek het.
Deon het ons reismonitering gedoen en hy het elke uur geskakel. Hy was vriendelik, behulpsaam en het ons op ons gemak laat voel elke keer as hy gebel het om seker te maak of ons nog veilig is en of als nog goed gaan aan ons kant.
Ons het Saterdag, teruggekeer van Shelley Beach en weereens het Deon ons reis monitoring gedoen. Sy professionaliteit is van ‘n baie hoë standaard en dit het my en my familie baie gehelp om veilig te reis onder ons moeilike omstandighede. My vader se regterbeen is in Maart onder sy knieg afgesit en hy is nou permanent in ‘n rystoel en ons het ook kort-kort probleme met ons voertuig ondervind voor ons met verlof gegaan het.
Danksy Deon se monitering en ons gebede wat verhoor is het ons veilig gearriveer in Pretoria. Ek het dadelik die Call Centre gebel en laat weet ons is veilig tuis. Ek het vir Deon ‘n boodskap gelos om hom dankie te sê vir sy hulpvaardigheid en hy het my teruggeskakel.
Ek sal dit waardeer as julle asseblief vir Deon ‘n groot dankie kan gee van ons hele gesin af. Hy is regtig ‘n aanwins vir julle organisasie.
Baie dankie nogmaal vir ‘n wonderlike diens wat julle lewer. Hou so aan.
Ms Christa Lottering
Edgars Club Client says THANK YOU THANK YOU THANK YOU
I really need to thank Edgars Club from the bottom of my heart!!!
We were on our way to Pride Rock adventures near Swartruggens from Pretoria when our car burst a waterpipe at the Marikana tollgate.It is a automatic car , so no towing, And our insurance does not cover towing at all. My brother said he would fetch us but we could not leave our car at it's own mercy till Monday at the side of the road!!!
Then I remembered vaguely someone once told me Edgars Club members has a road service. To my amazement the lady got our car towed in with in an hour to the nearest garage. She phoned us numerous times to hear if we are ok. She even phoned us late that evening to hear if we were safely by our destination.
How great to have a friend like Edgars.
Excellent service for FNB Insurance Brokers client
You will know that I that I can be fairly critical of any shortcomings in the service provided by my insurance brokers. However, I like to think that this is balanced by the fulsome praise I give when the service meets or exceeds my expectations.
It is for this reason that I telephoned you today to let you know how impressed I was with the truly exceptional service provided to me by FNB Insurance Brokers’ Help U 24/7 team. My car developed a fault in its engine electronics or computer system earlier today and could not be started. The agents advised that the fault could only be repaired in their workshops so I telephoned the Help U 24/7 desk to arrange a tow to the nearest Volvo dealer in Auckland Park. From my first call to the Help U desk to the vehicle being loaded on the two truck for delivery to Tom Campher Motors took just 37 minutes, which is, quite frankly, phenomenal. In addition, Raeesah, the agent I first spoke with, kept me fully informed throughout this time by telephone calls and text messages to my mobile phone to exactly what was going on and when things were likely to happen. She met every single undertaking she gave me ahead of the promised time, which is extremely rare in my experience. I was especially impressed that she called me after the tow truck had left to check that all was well and that I was happy with the service.
Raeesah,Isaac, the tow truck driver, and the rest of The FNB Help U 24/7 have gone a long way to restoring FNB Insurance Brokers reputation that was somewhat tarnished by the systems issues during the renewal of my policy. Now, if you could just find me a replacement for the Volvo, I’d be a client for life!
Extra-ordinary words for extra-ordinary work
These humbling words recently came our way from a client of Crisis On Call, after yet another act of service excellence by our case managers.
When I first joined, I thought: Even if I need CrisisOnCall's help, I would like to know that my small contribution would go towards making it possible to help someone else when they are terrified, in pain, and desperately needing comfort, contact with warm and caring people who are experts in their fields, and offering professional help. However, I am surprised to note that I have already benefited in so many small and big ways by my association with CrisisOnCall for the last six years. This has left me with a profound respect for the organization, and all that they do so well.
I have asked for, (many times), and found, very reassuring, sound legal advice. I have had the peace of mind of travelling around the country, having the support of regular friendly calls recording my position, should it become necessary to find me, or provide mechanical assistance if needed. I have been guided home in the dark when I found myself on a very dark unknown road. I have been towed out of a steep driveway that my small car just could not manage. I have been woken up in the dead of night with an intruder in the townhouse right next to mine, and sent the Police out as quickly as possible. My keys were dropped, unnoticed, and the dinky little waterproof Lifecap helped the finder to very kindly take the trouble to return them to me. That was much appreciated! I have referred so many people to you because I believe you are not in this for the money, but to serve the people.
May I say a very sincere thank-you to everybody? Well done! Keep up the exceptional work you are doing. You carry so much responsibility, yet you do not hesitate to strive to improve your services constantly. I am proud to wear your armband and to tell everybody I know about the wonderful services you are providing.
May God bless you all for caring for His people! We all need to tell friends and acquaintances about the benefits we are experiencing here.
Mi-Way client gets her way
Ms Schoeman phoned in to thank Thato and the SP for the excellent service!! Said it was her first time phoning and she is very impressed!
Paying our dues
I want to sincerely thank you for assisting me with the prompt payment of Mrs S's account. I received the payment on Monday evening and I wanted to express my gratitude personally. It is a pleasure to work with people with such levels of competence and standards. I applaud you and look forward to doing business with you again.” said a pleased client of EASA.
Edgars Club magazine published this awesome letter from a club member and a regular end – user of our Call Assist line.
When my car broke down some time ago, I called the Edgars helpline and they assisted me and towed it at no cost. So recently, when I was locked out of my house, I called Edgars helpline. Never have I experienced such service excellence. They organised a locksmith, who opened my home within minutes. A special thank you to Morne du Plessis from your call centre. He stayed in contact to check that I was assisted and even made a follow-up call to ask if there was anything more he could do. As a pensioner, Edgars Club Services has saved me money. And such good service is rare. I was overwhelmed by the professionalism and kindness of the Edgars Club Call Centre.
Who's the man!
“You’re the man! I just want to thank you for your excellent service. At Regent we value our clients and we strive to go the extra mile.
Tonight you helped me to meet my client's expectations and that says a lot about how your company values their clients. I hope you will forward this to your superiors, because they need to know about the good work that you are doing for them. Thanks bud!” said a delighted employee of our client, Regent after receiving superb service from Simphiwe of Access Health, a subsidiary of EASA.