Pre(Car)ious Insurance, Part 9

| Right | June 16, 2016

(I work in a call centre that focuses on car insurance. At the start of each call we have to “baggage handle” the call, and basically tell the customer how the call is going to go: “just to let you know, this call will take 10-15 minutes and I will need to know [list off info we need].” Most of the time, it still plays like this when I get to certain questions that again, I always tell them I’ll need at the start of the call.)

Me: “And in the last five years, has anyone on the policy had any claims?”

Customer: “Well, I’ve had one…”

Me: “And the date of that?”

Customer: “Oh, I don’t know. Maybe two-three years ago?”

Me: “Well, as I said at the start of the call we did need that information. If you have anything in the house that would say what the date was, like info from your current insurer, then I can get on with the quote, but if not then I can’t continue, and you need to phone back when you have it.”

Customer: “Really? They didn’t ask me this last year. Just put in any date around then. I know it was maybe 2013, and possibly in January.”

(The “they didn’t ask me this last year” thing is usually bull****. Most of the time I wouldn’t really be sure, as I’m new to the job and didn’t know anything about car insurance myself until I went through the training course for the job, but this one is CLEARLY bull-s***, but I still say:)

Me: “I’m sorry, miss, but I’m new to the job and don’t know much about how things were processed last year. This is still the info we need now in order to get you an accurate price. Any change can mess up the underwriter’s assessment of the risk and make the price less accurate, so we need to know all that information. Like I said, I can’t do anything for you unless you have that info.”

Customer: “I don’t really have time for this, I have to pick up my kids in a few minutes.” *said when we’re only four or five minutes in*

Me: “That is fair enough if you don’t have time at the minute. Again, all I can suggest is you call back when you have the time and information.”

Customer: *hangs up after a forced cheery goodbye*

(I think this is how drive customers actually expect it to go down:)

Customers: “Hi, I need insurance.”

Me: “Sure thing. You’re price is that low price you wanted, and you’re now insured, without the need for any questioning or the need of your card details. Bye.”

 

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