Unfiltered Story #124880

, , , , | Unfiltered | October 15, 2018

(I am a licensed insurance agent and work in customer retention for a major auto insurance company. Callers are transferred to me if they are dissatisfied with their rate or indicate they are shopping. This takes place after my standard introduction and greeting, including asking the caller how I can be of assistance. It’s the first week in August.)

Caller: “No one told me my rate was going to go up. Aren’t you required to notify me?”

Me: “We’ve just issued your renewal quote, for the term to begin on September 1st, and the quote is your notice.”

Caller: “I don’t accept that. Nothing says that. I’m reading the letter and it doesn’t tell me why it increased. I need a straight answer and a better rate.”

Me: “The renewal quote, is, in fact, the legally required notice. The current term of the policy includes a discount for signing documents online. As was disclosed when you bought the policy, it is a one-term discount and will not continue at renewal, and that’s the only change. I’d be glad to review your policy for accuracy and see if any adjustments can be made to reduce the premium.”

Caller: “You do that, and if I can’t get a better rate I’m leaving for another company.”

(I provide a full review and determine that all the data used to rate the policy is accurate and up to date. The whole time the customer is constantly badgering me, and is really snippy while I am trying to verify and clarify information.)

Me: “The renewal quote is the best rate we have to offer for the renewal term. I have no opportunities to reduce the payments. Should you continue your policy, the next payment will be—”

Caller: *cutting me off* “No, you did nothing more than the previous person. She already reviewed and told me she was transferring me so you could give me a better rate. Neither of you has given me a straight answer about the increase, and you are going to lose a good customer if you don’t do your job and give me lower payments! Now, do what I told you to do!”

Me: “Sir, I’ve explained why the rate increased, and that there are no opportun—”

Caller: *talking over me and again cutting me off* “So, you’re telling me to go to another company, and that you don’t want my business? Because I’ll cancel my policy and leave in a heartbeat if you don’t offer me some savings.”

Me: “No, sir, we do value every one of our customers; that’s why I’m taking the time to speak with you today. Insurance is highly regulated, and the rating factors we use and our rates are filed with the state insurance commission. The policy is accurately rated, and I can’t negotiate for a lower—”

Caller: *talking over me and cutting me off again, as apparently I’m not allowed to complete a sentence* “So, you are telling me that you don’t want my business. Rude, that’s what you are. And unprofessional. Stop interrupting and talking over me! I told you that I want a straight answer and a better rate! Now, do your job, or I’ll leave and go back to [Other Company]. You can’t treat your customers so badly. When I say I will leave if you won’t work with me, I expect you to do your job and give me what I want!”

(The caller continues in this vein for another couple of minutes while I let him rant. When he stops:)

Me: “May I take a few moments now to speak to your concerns?”

Caller: “Yes. I mean, no! That’s it! You are so rude! Give me your boss right now. I’m not talking to you anymore!”

Me: “Please hold for a superv—”

Caller: “Now!”

(Apparently, I am not allowed to answer questions in complete sentences, and when the customer cuts in I am required to immediately stop because I am being rude, interrupting, and over-talking the caller. I don’t give straight answers because I don’t tell callers what they want to hear, and threats to leave for another company are supposed to change what I can and can’t do.)

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