Some Callers Really Get Your Goat

| Right | November 16, 2016

(I work for a large insurance company in the car insurance department. We certainly get some oddball callers and queries, but a few really take the cake. This is one of them.)

Me: “Hello. Thank you for calling [Company]; you’re through to [My Name]. How can I help you today?”

Customer: “Hi, I’ll be travelling to France in a few days and just needed to check some things on my policy.”

Me: “Not a problem at all. Could I just take your policy number…” *I confirm the policy and security with the customer* “Okay… I see you currently don’t have European Cover, but you are covered Third Party Only as part of your current plan. Are you looking to increase your cover to fully comprehensive whilst in France?”

Customer: “Yes. I’d also like to get the European Breakdown package as well.”

Me: “That’s great; I can get that set up for you…” *I explain the fee structure*

Customer: “One thing I need to know before I go ahead?”

Me: “Not a problem. How can I help?”

Customer: “Well, I’m picking up my fiancé and we’re coming back here to get married.”

Me: “Congratulations, sir!”

Customer: “Thank you… but you see… I’ll be bringing her goat back to the UK with us. Would that be covered by the policy?”

Me: “I’m sorry, sir, did you say you’re bringing a goat back with you?”

Customer: “Yeah, it’s the family pet and she won’t go without him.”

Me: *pause for a moment* “I don’t see why that should be a problem, but I’ll need to check with underwriting. Are you okay to hold for a moment?

Customer: “Sure, no problem.”

(I call through to underwriting.)

Underwriter: “Customer Underwriting Team; [Underwriter] speaking. How can I help?”

Me: “Hi, this is [My Name] from Customer Services. I have a customer who wants to check if we’ll cover him travelling from France to the UK with a goat in his van.”

Underwriter: “…”

Me: “Hello?”

Underwriter: “A goat?!” *laughter is heard in the background from other underwriters*

Me: “Yeah, it’s his fiancé’s goat; she won’t leave France without it.”

Underwriter: *stifling laughter* “I just need to quickly ask my supervisor.”

(During the brief hold, I jump back to the customer and let him know we’re just waiting on Underwriting approval.)

Underwriter: “Okay, his insurance won’t be affected by having the… goat… in the back of his van; however, we won’t cover damage the goat does to his van, or the goat itself in the event of an accident.”

Me: “Thanks, I’ll let the customer know. This is the oddest call you’ve ever had, isn’t it?”

Underwriter: “Myself, yes; not Underwriting as a whole, but you don’t want to know. Thank you for calling Underwriting.”

Me: “Thanks again.”

(I switch back to the customer and relay what Underwriting said. He’s ok and we go ahead with the changes to his policy.)

Me: “Is there anything else I can help you with today?”

Customer: “No, that’s everything. Thanks again.”

Me: “Thank you for calling [Company]. We hope you have a safe journey.”

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