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Absolutely Trucking Mad, Part 2

, , , , | Right | September 2, 2020

A customer calls late in the afternoon on a Friday, when most insurance adjusters are gone for the weekend and body shops are closed. His truck was in an accident for which he was not at fault, and he’s looking for an update on his claim, as there have been delays due to a part that was hard to find.

Customer: “I haven’t had a vehicle for weeks now! Why is this taking so long?”

Me: “I’m sorry, sir, but it looks like the part they were looking for was located two days ago, so we’re probably just waiting for it to arrive.”

Customer: “I called the shop yesterday and they said they were still waiting for you!”

Me: “It seems the part was ordered by the appraiser, who works for us and not for the body shop, so it’s possible they weren’t yet informed when you called. But I can confirm it’s been located.”

Customer: “Well, I’m still without a truck!”

I check his contract, which includes coverage for a rental, even in the case of an accident in which he’d be at fault.

Me: “Oh, has a rental not been offered to you? I see that it’s included in your coverage and would be covered in any case since you were not at fault.”

Customer: “Well, I’ve been nice and didn’t take one.”

Me: “Well, sir, I don’t know what to tell you. You pay for that protection specifically so that you’re not without a vehicle during repairs if the body shop doesn’t have a courtesy car to offer, especially if the repairs take longer than the four expected days we initially thought they would last.”

Customer: *Pause* “I’ll call back on Monday for an update.”

Absolutely Trucking Mad

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