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  • Acts Of God

    | Australia | Money, Religion

    (My job is to process insurance claims made for home and contents damages only. I make an out-bound call.)

    Me: “Good afternoon, this is [me] from [company] calling. Is [customer] available, please?”

    Customer: “Speaking.”

    Me: “Oh, good afternoon. I’m just calling in regards to the recent insurance claim made for your ‘outhouse.’ Do you have a few minutes?”

    Customer: “Certainly.”

    Me: “Okay, fantastic. We have received the report from [builder] regarding the damages to your ‘outhouse.’ In this report they have identified that the ‘outhouse’ in question is in fact a caravan and not an ‘outhouse.’ In light of this I’m calling to advise that it isn’t covered by your home insurance.”

    Customer: *clearly doesn’t understand this* “But I use it as an outhouse, it hasn’t moved in the last 34 years. I use it to help those in need for a shelter for an evening or two. I’m doing God’s work here. It’s an outhouse.”

    Me: “Ma’am, I understand that, and whilst I respect the use that you put it to, it doesn’t change the fact that it is in fact, a caravan. We won’t be able to provide coverage in this instance.”

    Customer: “But I’m doing God’s work! Do you hate God? Are you a heathen?!”

    Me: “No, ma’am, I do not hate God. I am not religious and whilst I respect that you are, religion has nothing to do with insurance. For your caravan to be covered in future by [company] you will need to purchase caravan insurance for it, but I must advise you that if you purchase this now, all pre-existing damage will not be covered.”

    Customer: “HEATHEN!” *click*

    America The Buttonful

    | Buffalo, NY, USA | Money

    (I work for an insurance company that offers several different auto-pay options. Many people choose to use their routing and account numbers, which means a break on installment fees. We can stop or postpone extractions, but, we need three to five business days notice.)

    Customer: “Hi, my payment’s coming out tomorrow and the money’s not in the account. I need it to be postponed.”

    Me: “I apologize, ma’am, but it looks like the debit tape has been sent to the bank. Once that happens, it’s an automated transaction that I cannot cancel or postpone.

    Customer: ”What do you mean, you can’t postpone it? This is America! You CAN and WILL postpone it!”

    Me: “I’m very sorry. I’d recommend checking with your bank. They may be able to stop the transaction. A non-sufficient funds fee may be applied to your account on our end, though. Generally, we need three to five days notice to postpone these transactions.”

    Customer: “NO, THIS IS AMERICA! All you have to do is press a button or flip a switch or something!”

    In The Patient Out Hole

    | Nottingham, England, UK | Health & Body

    Me: “Are you likely to receive any in-patient treatment in the next 3 months?”

    Caller: “No, I’m booked in for a colonoscopy, but that’ll just be an in and out!”

    (I had to put the customer on hold for a few moments whilst I composed myself!)

    The Lonely Star State

    | Spartanburg, SC, USA | Geography

    (I’m in the middle of explaining insurance coverages to a customer when I get to her roadside service information.)

    Me: “…and you also have on here a 24/7 nationwide roadside service that will take care of your towing and any locksmith charges.”

    Customer: “What is that?”

    Me: “What part, ma’am?”

    Customer: “24/7?”

    Me: “Oh, that means 24 hours a day, 7 days a week.”

    Customer: “Oh, and what does nationwide mean?”

    Me: “That means all over the US, in any state.”

    Customer: “Does that include Texas?”

    Me: “Yes, Texas is part of the United States.”

    Getting Your Fax Straight

    , | South Carolina, USA |

    Customer: “I was in an accident last week and the other guy was at fault. His insurance company has totaled my car out and wants my original title. Can you fax it for me?”

    (I think I misheard them, since they won’t receive the original title if I fax it. So, I ask them to clarify.)

    Me: “So, they need a copy of it and you need me to fax it?”

    Customer: “No, fax the original. That’s what they need.”

    Me: “Sorry, but faxing will not result in you having the original.”

    Customer: “No, just fax it. They need the original.”

    (I try several times more to explain that they won’t get an original through fax, without success. Finally, the customer gives up.)

    Customer: “I don’t see what you don’t understand! All you need to do is fax it and they’ll get the original!” *leaves the office grumbling*

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