My wife, Jill Smith (Names changed for policy holder privacy) , underwent breast cancer treatment this past year and Melina was extremely helpful in filing all the claims available through Aflac. I was Jill’s primary caregiver and until I went through this experience, I never would have known how consuming it can be both physically and mentally. To have the relief from first, deciphering what benefits are available, and then filing the claims, was a huge benefit in and of itself. Melina informed us of coverage we may not have realized ourselves and then took all the steps to contact the physicians’ offices, obtain necessary information, and complete the claims. And what was most surprising and refreshing to me was that she did it proactively. My dealings in the past with insurance companies more typically has been complicated and frustrating. Usually it is a challenge to navigate the system to learn all the benefits available, work through complex claims processes, and find the one person who can resolve a particular issue or who wouldn’t say “no” to our request for earned benefits. Insurance companies get a bad rap for just that reason. But in this case, working with Melina through Aflac has been wonderful. It may be in part to Aflac’s processes, but even if that were the case, Melina still went above and beyond the call of duty for us and did it with kindness and compassion.
I own a small business with 26 employees and from the inside it is not often possible to really know how our customers and vendors perceive our staff. I may have my own perception based on my interactions with the employee, but that is entirely different from the experience people outside our organization would have. And quite honestly, their experience and their opinion is far more important as they are the lifeblood of our enterprise…without them we cannot exist. So, whenever I get feedback from a customer, good or bad, I truly value that input. That is why I thought it important to send you this note.
Simply put, Melina is a tremendous asset to your organization and I just wanted you to know that. And as an employer, I would suggest you do whatever you can to keep her happy in her position so she stays on board!
Thanks to Melina and to Aflac for all the assistance and benefits we received this past year. I don’t think I have ever endorsed or recommended a particular insurance benefits company to anyone, but I do tout Aflac, and our Benefits Advisor Melina Lopez, to anyone who will listen.