Unfiltered Story #143707

(I’m an insurance adjuster. A body shop calls on a Tuesday to ask if we’ve reviewed an estimate so the customer can drop off her car the next day to get the work done. I check the claim and see that the field examiner is scheduled to review the estimate the next day. A little while later, the customer calls.)

Customer: Why is it taking so long to get my car fixed?
Me: As I said when you first made the claim, we just needed to receive the estimate so that our reviewer could check it over.
Customer: But I sent the estimate to my agent two weeks ago!
Me: (checks files) I got the paperwork from the agent yesterday and sent it straight to the reviewer.
Customer: What? How is that possible?
Me: Well, ma’am, your agent doesn’t work for our company so we don’t have access to his files. Did you get the email I sent last week asking if you’d visited the shop yet?
Customer: I just told you, I sent the estimate to my agent! I shouldn’t have to answer your emails.
Me: I also left you a voicemail on Friday to remind you that we hadn’t gotten your estimate and that you needed to contact your body shop.
Customer: I get so many voicemails, I just delete the ones from numbers I don’t know.
Me: Well, the reviewer will be out there tomorrow so you can drop your car off for repairs as planned.
Customer: But it should be fixed already! I sent the estimate to the agent two weeks ago!
(I’m not sure she understands that the agent and the adjuster are two different people!)