Knowing her adviser was always on hand right to the very end made the difference for a customer diagnosed with terminal cancer.
To mark St Valentine’s Day Health & Protection has been speaking to advisers to discover their stories of how they have shared the love and gone above and beyond on behalf of customers.
Emma Wood, director of healthcare at Broadway Insurance, told Health & Protection about how her colleague, senior health and wellbeing consultant, Melissa Jayne Golder (pictured), supported a customer right to the very end of her cancer.
“There was a lady who was diagnosed with terminal cancer,” Wood said.
“This particular lady didn’t want anybody to know. The close family knew but nobody else knew.
“She didn’t want to deal directly with the insurer because she didn’t want to go through the story every time she rang them.
“Melissa dealt with the claim from the start to the end.”
And Wood added that Golder was never too busy to talk to her customer.
“Sometimes this lady would just call her up to have a chat because Melissa knew what was going on, where she was up to with the treatment. She didn’t have to retell the story.
“And sometimes she would just phone her for a chat and Melissa would never say she was too busy no matter what time of the day it was.
“When she passed, her daughter actually rang Melissa to say thank you because she’d been a real source of comfort and reassurance all the way through.”
