In June of 2021, my mother was moved from independent living to assisted living at The Windsor of Savoy. My family then submitted a claim to the insurance company which my parents had purchased Long Term Care from in the 1990s and had continued to pay their premiums. Unfortunately, in September the claim was denied even though my mother had been diagnosed with dementia and most likely Alzheimer’s and was unable to live independently or care for herself. The insurance company indicated they needed more specific information about her diagnosis and her care plan and we could file an appeal but we had to file within a certain timeframe. The denial was a huge surprise and the financial impact of not receiving the benefit would be significant. I called and spoke with Brooke on the phone. She was unbelievable. She took the time to understand the issue and listened to how she might be able to help. She asked me for a day to look into it. Brooke called back the next day and asked more questions. She asked me to write out my request with the detail and she would work on it. The next day Brooke called again. She said she contacted Dr. G who was on leave and the letter was ready in two days. She got it done all in less than a week and it was done exactly as the insurance needed it to be done. Just before Christmas, we found out that the appeal we filed was approved. The financial impact was $4000 a month ($48,000/year) for her lifetime. I do not doubt that if I didn’t speak with Brooke that the appeal would not have been done. She took the initiative, understood the issue, listened, and helped us.