Just Type In That I Drive A Scooter!

, , , , , | Legal | August 23, 2018

(I’m working in customer retention for a major automobile insurance company. This caller has threatened to cancel her policy because she doesn’t like the price, so she is transferred to me.)

Customer: “I need you to reduce my premium. I was transferred to you because the person I just talked to wouldn’t do it and he said you could. You can start by changing my address from [Inner City Area] to [Residential Suburb] where my sister lives, because she pays less for insurance there.”

Me: “Have you relocated to that address?”

Customer: “Of course not! I don’t want you to change where I live, just the address for my car!”

Me: “Your insurance cost is based in part on where your car is kept for greater than 50% of the time, so the address won’t be updated.”

Customer: “I also need you to change the description of my car from a 2-door to a 4-door, and the year to [a few years’ older].”

Me: “Have you changed vehicles?”

Customer: “No, but I know it costs less to insure an older car; just change it!”

Me: “The insured vehicle will also not be changed on this policy.”

Customer: “Why does everyone keep arguing with me and asking so many questions?! I already explained to that other guy that I know what I’m doing. Just make the changes; he said you could help me!”

Me: “Your car’s Vehicle Identification Number indicates the year, make, and model and can’t be overridden. Our rates and rating factors are filed with the state department of insurance and have been reviewed and approved. All of the information used to rate your policy, including your address, the location of your car, and the vehicle insured need to be accurate to be in compliance. I am not going to falsify information; by asking me to do so you are requesting that I be a party to insurance fraud. If I were to participate, I’d risk losing my insurance license and my job, and face the possibility of a hefty fine against myself and my company. Now, I see your were provided a review which did result in an additional discount added, which will save you [amount], and I can take another look to see if anything was overlooked.

Customer: “It wasn’t enough, and nothing’s really changed. I just want to save more money. Just do your job and make those changes for me; it’s not like I’m asking you to do anything illegal!”

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