Pre(Car)ious Insurance, Part 10

| Right | September 9, 2016

(The call centre I work at does quotes for car insurance, and like most companies we have additional products, such as Motor Legal Protection, Breakdown Cover, Keycare, etc. The company has a strict policy that we aren’t to push these products, just offer them and that’s it; if the customer doesn’t want it, they just don’t want it. However, we are required by our regulators that we have to mention them, and inform the customer exactly what they cover so they aren’t misinformed; it also makes it easier to debunk any claims that the customer may make about “But they didn’t tell me about that specific thing when I signed up!” or anything like that.)

Me: “So now I’ll just be going through some information on our additional products…”

Customer: “I don’t want any of the additional products; I just want the basic insurance.”

Me: “That’s fair enough, sir, but I’m still required to give you the information in case you change your mind and want to add them later.”

Customer: “I won’t change my mind! Just let me pay. I don’t care about the other stuff. Stop trying to sell it to me!”

Me: “Sir, like I said, I understand, but regardless of whether you want them today I’m still required to quickly tell you about them so you are right informed. This policy is enforced by our industry regulators, and the company could be fined if I didn’t, and I would be marked badly on this call.”

Customer: “Ugh, fine, but hurry up!”

Me: *gives info on products*

Customer: “Actually that Keycare sounds like something I might need…”

Me: *while mentally face-palming* “Well, I can add that on for you for [price], if you’d like?”

 

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