Unfiltered Story #361674

I used to work for a call centre doing quotes for car insurance and also helping customers who already have policies with us.
We accept NCD (No Claims Discount) up to 9 years like most companies.

I received a call from a man who had just started a policy with us applying 9 years NCD, which he had accumulated in another country (I can’t remember which). However after a month he received an email stating that the documents he provided to prove the NCD wasn’t good enough and the price would be going up by a huge amount without the NCD applied.
I got his details and checked on his account and the documents he has sent us. He has sent 9 documents from each year of his insurance.
Me: Okay, I see the reason is that you sent us 9 separate documents but we need it to be 1. Is it not possible to have your NCD proven on your most recent policy documents?
Customer: No I’m sorry, in my country they do not put the amount of NCD on the current documents. You have to just save all your documents up and as long as they all show you didn’t have an accident each year then you get the NCD. Is there nothing that can be done? I wasn’t told that it had to be just one document.
Me: Okay sir, just give me a few moments while I try and figure out what we can do for you in the situation. Do you mind waiting on hold for a few minutes?

While the customer is on hold, I look through all of his documents, noting the start and end dates of each policy and then information on claims and accidents and see that it all checks out and it shows he should have the NCD.
I go over to my manager.
Me: Hey [manager] I have a customer here from another country who’s documentation work differently in proving NCD. He had no choice but to send us 9 documents for each year, and I’ve checked them over and they all clearly show that he does have the full 9 years. There are no breaks in the dates and each year had no accidents at all. It should be okay to override right?
Manager: No. We only take 1 document, there are no exceptions. The system needs it to be 1 document.
Me: Really? It’s not his fault that his country works differently. It is literally impossible for him to get the proof on one document and he was never told by any advisor that it had to be one document. That makes sense seeing as I’m sure most of us here on the phones don’t know about the way it works in other countries, so of course we’d just assume every customer would send us one document as that’s how it works in this country, but again it isn’t how it works at all in his.
Manager: That’s fair enough but we only accept 1 document.
Me: Come on! How is that fair on this guy in the slightest? We can CLEARLY see from his documents that he has every right to have the NCD. I can apply it to his policy now with no harm done.
Manager: No, we only accept 1 document and that’s that. Do not apply it to his policy.

So I had to go and tell the customer this and he decided to cancel it all and look elsewhere, saying he would make sure to ask if they accepted multiple documents as proof before agreeing to sign up. I issued a full refund for him for the month he had already paid and made sure there was no cancellation fee applied.
I wish I had just applied it without asking the manager as it was the right thing to do in all honesty. No need to be such a a c**t over a rule that clearly only applies to our own countries standards.
I quit soon after seeing as logic and reason didn’t seem to apply there.