No Technology Policy Leads To No Policy

| Right | June 15, 2016

(Today is August 7th. A new customer who started on July 28th, from a remote city in CA, calls and ask for his auto policy number. After I look him up and find his policy, I notice he doesn’t have an e-mail. Since we are trained to ask for one, I use this to segue to his request.)

Me: “Sir, do you happen to have an e-mail I can put on file, and we can send you proof with your policy number on it?”

Customer: “No, I don’t have an e-mail and I don’t have access to a printer.”

Me: “No problem. In that case here is your policy number. It’s [number].”

Customer: “Will this work for registering my car with the DMV?”

Me: “No, sir, probably not. They are going to want to see the insurance card itself. But, you should have it in your mailbox by now, judging by your start date.”

Customer: *getting a bit upset* “I’m not near my PO box right now and I don’t check my mail that often.”

Me: “Well, I can also fax it, if you have access.”

Customer: “I don’t have fax; can you fax it to the DMV?”

Me: “No problem, you just need to grab the fax number from your local DMV.”

Customer: *sighs heavily, obviously more upset, making it sound like WE are somehow inconveniencing HIM* “I knew I should have gone with another company!”

(I kindly explained that it didn’t matter who he was insured with, there is no other way, other than the three obvious options, to get him proof. He hung up, still unhappy. So, you are a technological holdout that doesn’t bother to check his mail at a PO box that he has to have, because by choice, he lives in the middle of nowhere. But it is, of course, the company’s fault you don’t have proof to register your vehicle properly.)

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