First encounter: Filing a claim
All is well. The agent who attended to us was amiable and even gave us her business card with her direct line. Was told to follow up after a week.

Second encounter: Follow up #1
Called their office on schedule. Was told that only the charges for my mother’s treatment will be reimbursed, not the equipment bought as part of the treatment. Fine. Was told to wait again for claim to be processed.

(An almost week-long holiday passed)

Third encounter: The Call
They called! They asked if we’d like the cheque to be made in Peso or Dollar. Since dollar would take a month to clear, we opted for the peso. Was told it’d be ready in a week.

Fourth encounter: Follow up #2 & getting new insurance
Called their office to follow up, and at the same time apply for my parent’s travel insurance for their upcoming trip. Was told that the manager who’s supposed to sign the documents and approve the cheque was on leave. Received application for insurance via fax, paid through online banking, received the following day via messenger. Nice.

Fifth encounter: Follow up #3
Still no manager. Asked what requirements needed if I will claim my mother’s cheque for her. Was told to prepare an authorization letter.

Sixth encounter: Follow up #4
Was told that the documents was passed on to the Accounting department and that they really can’t do anything to hurry things up once the documents are out of their office. Asked what requirements needed if I’m going to get my mother’s cheque for her. Was told to prepare authorization and bring photocopy of mother’s passport.

Seventh encounter: Follow up #5
Hurrah! Cheque is ready. Asked what requirements needed if I’m going to get the cheque in behalf of my mother. Was told to prepare authorization letter, photocopy of mother’s passport and have her sign a release and subrogation form, which they promptly faxed.

Eighth encounter: Follow up #6
Called to confirm if they received the signed form my sister faxed to their office. Reply was affirmative. Asked what should I bring when I go to their office to get my mother’s cheque. Was told to prepare authorization letter, photocopy of mother’s passport and mother’s resident certificate — WTF?! Why are you telling me this now? I called several times before, each time asking what I shoudl bring and nobody every said about bringing my mother’s CTC! Now she’s out of the country and I don’t know if she has her CTC with her, if she left it here or even if she has one! If I call you next time will you have a new requirement?