I initially had to call in order to gain access to my policy, as I wasn’t able to retrieve it through other channels.

Although the agent and I are both Brazilian, we communicated in English. While I understand this may be due to company policy, I felt the experience could have been more personal and human if we had the option to speak in our native language.

That said, Renato was extremely patient, kind, and professional throughout the entire interaction. He took the time to answer all my questions clearly and made sure I felt supported. I really appreciate his help.