Unfiltered Story #182913

, | Unfiltered | January 18, 2020

(This took place back when I was in the customer service area for the major insurance company I work for. We provide coverage for when agencies aren’t open and frequently answer payment questions, this caller had questions about whose name appeared on the policy)

Caller: Yes well I’m looking at my bill and it has my name on the auto policy. My name shouldn’t be on any auto policy I haven’t driven since 2010 when I gave up my lease.

Me: Alright well I’m certainly sorry to hear about the trouble ma’am, give me a moment to look over your information and I’ll see what we can do to help you out. *looks over account information, sees that her name is on the payment plan all of the policies are under*

Me: Okay well I’m actually not seeing you listed as a named insured on this policy, you said you were looking at a bill, can you tell me exactly what the bill says?

Caller: Well it came in mine and my husband’s name and it has the account number listed, then below that there’s the two vehicles and our homeowners insurance. I haven’t owned a car since 2010 so my name shouldn’t be on an auto policy.

Me: I understand, like I said earlier, I’m not showing you listed as a named insured on the policy, however I do see that you are listed as an account holder for the payment plan that all of your policies are under.

Caller: What’s a payment plan? You aren’t listening to me, I know what I’m talking about. Take my name off of the auto policy, I don’t drive anymore.

Me: *rubs temples, beginning to feel exasperated* Ma’am you aren’t listed on the auto policy, the auto policy is under your husband’s name. Your name is on the payment plan account that you had your agent set up to divide your premium payments up into smaller installments.

Caller: So the agent put my name on the auto policy? *raises voice* I specifically told them that I haven’t driven since 2010 when I surrendered my lease, this is a nightmare why can’t your company do anything right? Take my name off of the auto policy right now!

(the conversation continues on in this manner for another 28 minutes while I try to explain in various ways that she’s not associated with the actual policy)

Me: *takes a deep breath* Alright ma’am, well what I can do for you this evening is send a message to the agent’s office requesting that they contact you as soon as they’re back in the office to discuss why you’re on the auto policy. Is there anything else I can do for you at the moment?

Caller: Well just make sure that they know I haven’t driven since 2010 and they need to take me off of the auto policy because that car has nothing to do with me.

Me: Alright well thank you so much for calling [Company Name] would you have time for a brief 5 question automated survey?

Caller: I’m not doing anything until my name is off the auto policy.

Me: Okay well you enjoy the rest of your evening.
*caller disconnects*
I sent the following message over to the agent’s office: Ms. [Name] called in wanting to know “why her name is on the auto policy.” I attempted to explain that her name is associated with the payment plan but she would like you to call her back and explain why “you put her on the auto policy” when she told you not to. Please get in touch with her as soon as possible.

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