Not What They Claim To Be

Me: “Welcome to the [Insurance Company]. You’re speaking with [My Name].”

Caller: “Oh, hi. I don’t have my policy number or anything, but I have my name and address and I need to ask some questions.”

(Usually if they need to ask questions it’s for a claim.)

Me: “That’s fine. Is this for a claim?”

Caller: “Oh, no. It’s just a few questions about my policy.”

(I proceed to find her on the system.)

Me: “Okay, so this is for your home insurance policy. What can I help you with?”

Caller: “Okay. Well, a lil’ while ago a few tree limbs and branches fell on my house and I took out a claim and I wanted to know how it’s going?”

Me: “… Let me transfer you to claims.”