Driving Her Own Price Up

, | CO, USA | Right | November 21, 2014

(A policy holder calls to complain about the very high premium she is paying for her auto insurance. I review the policy with her and determine that she’s had many accidents and violations. Easily the worst driving record I’ve seen, and I’ve been doing this job for years.)

Customer: “So, what can be done so that I don’t pay so much?”

Me: “As your driving history is the reason for the high premium, there are no opportunities to reduce the cost until your record improves.”

Customer: “There has to be something you can do?”

Me: “I’ve verified that the price is accurate. There is nothing more I can do.”

Customer: “Is there something I can do?”

Me: “Have you had a recent check up with a doctor to see if there is a physical reason you are having difficulty while driving? You may want to consider using public transportation, at least until you’ve been medically cleared.”

Customer: “There’s nothing wrong with my health, and I’m not going to stop driving!”

Me: “If you must continue to drive, I’d suggest taking a driver education or improvement course.”

Customer: “You’re joking, right? I’m a good driver! Everyone gets into a bit of trouble now and again!”

(This call was chosen by my supervisor for monthly call review and coaching, which was less than a week later. There were already two more accident claims filed!)

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