As a dedicated Community Care Member for nearly four years, Milly Rivera is used to helping U.S. LawShield® members with their membership questions. But one interaction stands out more than the rest – an elderly couple who drove over an hour to discuss their current self-defense coverage plan in person.

While most members call in, this couple wanted face-to-face customer service to be sure they truly understood the new plans available to them.

When thinking back on her interaction with them, Milly said, “It was exactly what I’ve been doing on the phone – educating members – but I was able to see their expressions, see they were understanding, and answer any questions they had. It was all-around just a good feeling.”

And in terms of the couple’s membership, “I was able to educate them on the new plans we offer, and sure enough, they decided to upgrade. [The husband] requested a paper policy, which isn’t available immediately, so I provided a general policy and scheduled a follow-up to send him the actual policy.”

Milly was able to identify the right coverage for each of them as the Navigate Plan with Civil Liability Coverage and EmergencyShield™. Her experience is evidence of the power of personal connection and dedicated service, as well as the importance of listening, offering knowledgeable assistance, and going the extra mile for members – especially if they take the day to drive to the office.