In: Finance
Iris west has an FSA with FURTHER. He requested reimbursement in the amount of $100.00 for a prescription he recently purchased. FURTHER incorrectly denied the claim as an ineligible expense. John called FURTHER irate that we denied his claim. The Service Representative who received John’s phone call explained that the claims examiner reviewed the wrong eligibility list and denied the expense in error. She apologized to the member and offered to reprocess his claim as a priority. Please write an apology letter to Iris West explaining the action that was taken on his account.
Writing Sample, below are some helpful tips to ensure your sample is well-written: First, address your letter to the customer
Then, be sure to acknowledge what the complaint/concern is AND apologize for the error/inconvenience
Next, State the action taken in order to fix the error. Next, confirm customer is valued (Stating that FURTHER values him a member OR stating he can contact you/FURTHER with any additional questions, etc)
Lastly, add an ending salutation – Be sure to include your name (with Job title/phone no/Email etc.) Please be clear and concise and double check your work for grammatical errors
Dear John,
Greetings from FURTHER.
We thank you for your call.
We had received your request for reimbursement for an amount of $100.00.
Unfortunately, our claims examiner erroneously reviewed the wrong eligibility list and denied the expense. As a result, we incorrectly denied the claim as an ineligible expense.
We have identified our error. We deeply regret the inconvenience caused to you due to unfortunate act of ours. We tender an apology for the same. We further inform you that we will reprocess your claim as a priority and reimburse you the amount within 3 working days.
You remain our valued customer. Please feel free to reach out to me in case of any further query or questions. I will be glad to assist you.
We thank you once again for reaching out to us. We apologize once again for the error at our end.
Hope you have a wonderful day ahead.
Regards,
ABC
Vice President - Claims
Phone : ______
Mobile: _________