Unfiltered Story #147714

, | Unfiltered | April 22, 2019

I assess travel claims and answer the phones for lots of different cients,
I pick up an email (printed) and I am looking for the reference number to locate their claim. We locate emails by searching for the subject of the email and so we tell all customers to put their claim reference number as the subject.

I find a reference number FINALLY and I type it into the system and try to locate the email using the subject of the email, to my astonishment the customer has typed ‘claim reference number’ as the subject.
there are over 2000 people who have sent an email with this as the title.

a note to the editor; I know this isn’t written in dialogue, but this is too stupid not for me to share.

Unfiltered Story #147210

, | Unfiltered | April 21, 2019

(I am answering the phones for new claims on a travel insurance we ask the customers basic information about their trip to log the claim)

Me: Ok Mrs X and what date did you start your trip

Customer: I didn’t know you were going to ask me this I thought I would just fill in a form.

Me : ok, I’m sorry, we don’t send out blank forms now, we talk the whole claim through, if you don’t remember the trip dates then you can call another time with that to hand.

Customer: NO I will not call back I’ve been waiting on hold for thirty minutes, it’s YOUR JOB.

( I look at the wait time, it’s  23 seconds)

Me: Ok mrs X I’m sorry you held so long, look if you don’t know your dates and things now, we can use some mock dates and I can give you a reference, just to give you peace of mind it’s registered,

(the customer is satisfied with this and we go through most of the call amiably)

Me: OK! so you’ve told me (I recap her claim ) Last thing I need to know is what country did you travel to?

Customer: *Proudly* I know this one!! Crete.

Me: *slams face into keyboard*

Unfiltered Story #143707

, , | Unfiltered | March 17, 2019

(I’m an insurance adjuster. A body shop calls on a Tuesday to ask if we’ve reviewed an estimate so the customer can drop off her car the next day to get the work done. I check the claim and see that the field examiner is scheduled to review the estimate the next day. A little while later, the customer calls.)

Customer: Why is it taking so long to get my car fixed?
Me: As I said when you first made the claim, we just needed to receive the estimate so that our reviewer could check it over.
Customer: But I sent the estimate to my agent two weeks ago!
Me: (checks files) I got the paperwork from the agent yesterday and sent it straight to the reviewer.
Customer: What? How is that possible?
Me: Well, ma’am, your agent doesn’t work for our company so we don’t have access to his files. Did you get the email I sent last week asking if you’d visited the shop yet?
Customer: I just told you, I sent the estimate to my agent! I shouldn’t have to answer your emails.
Me: I also left you a voicemail on Friday to remind you that we hadn’t gotten your estimate and that you needed to contact your body shop.
Customer: I get so many voicemails, I just delete the ones from numbers I don’t know.
Me: Well, the reviewer will be out there tomorrow so you can drop your car off for repairs as planned.
Customer: But it should be fixed already! I sent the estimate to the agent two weeks ago!
(I’m not sure she understands that the agent and the adjuster are two different people!)

Jesus Got Those Abs Somehow

, , , , , | Right | March 14, 2019

Me: “Hello, sir. I’m calling from [Insurance Group], where we have noticed that your current life insurance policy is out of date, or not written into a trust. Do you know if this is correct, or is our system wrong?”

Customer: “Yes, that is correct.”

Me: “Ah, well, I can fix that for you now if you’d like.”

Customer: “Ah, great!

Me: “So, who is your current life insurance provider?”

Customer: “Ah, well, that’s a question for the ages, in fact… JESUS CHRIST IS MY LIFE INSURANCE!”

Me: “Ah, well, does Jesus Christ offer a free gym membership with his current policies?”

Customer: *hangs up*

Copay And Say Over Again

, , , , | Healthy | March 14, 2019

(My insurance company has decided to stop covering one of my prescriptions for unknown reasons. I get a notice from them on a Friday afternoon, as well as an email from the pharmacy, that the prescription in question is due for a refill. Since it’s Friday at three pm, I figure I’ll just pay the cash price for it this month and call my insurance company next week. I click the link in the email to refill and go back to work. An hour later, I get a text update saying the prescription has been put on hold. I call my pharmacy.)

Me: “Hi. My name is [My Name], and I’m calling regarding my prescription I just sent for a refill.”

Rep #1: “Sure, I’ll look at that… Oh, it looks like your insurance won’t cover it for whatever reason.”

Me: “I know. I’ll just pay the cash price this month. How much will it be?”

Rep #1: *timidly* “[Amount].”

Me: “Okay, that’s fine. When can I pick it up?”

Rep #1: “You’re going to pay it?”

Me: “Well, sure. What other option do I have?”

Rep #1: “Oh… okay! I’ll finish it up for you. It should be ready in thirty minutes.”

Me: “Great. Thanks!”

(After I get out of work, I stop by the pharmacy. There’s a different rep behind the counter.)

Me: “Hi, I’m [My Name], and I believe there’s one prescription ready for me.”

Rep #2: “Okay, I see that here. Hmm… looks like there’s a copay.”

Me: “I know.”

Rep #2: “There shouldn’t be.”

Me: “They already told me. [Amount], right?”

Rep #2: “Let me look into this.”

Me: “It’s okay. My insurance company screwed up. I’ll call them on Monday.”

Rep #2: “You shouldn’t have to pay for this. There’s never a copay on [prescription].”

Me: *slightly irritated that he just announced what I’m taking to the entire pharmacy* “It’s fine. Really. Can I just pay?”

Rep #2: “I can give you a discount.”

Me: “The copay’s not that bad. It’s been a long day and I’d really like to pay and go home.”

Rep #2: “If you’re sure… Okay, I’ll put it in. I’ll even throw on that discount. If you want to have a seat, I’ll holler when it’s ready.”

Me: “Uh… the lady I talked to earlier said it’d be ready by now.”

Rep #2: “No, we were waiting until you stopped in. It’ll only be about twenty minutes.”

(I’m extremely annoyed now, but I’m trying my best not to show it.)

Me: “Look, I’ll just come back tomorrow. No problem.”

Rep #2: “It’s only twenty minutes. Maybe less!”

(I wave and walk out. I drive back over the next day, where there is yet another rep behind the counter.)

Me: “Hi, I’m [My Name], and there should be one ready for me.”

Rep #3: “Yes, it’s filled and ready to go. One minute while I grab it!”

(He grabs it and starts ringing me out.)

Rep #3: “Oh, um… I need to get the pharmacist. Something isn’t correct.”

Me: “If it’s the copay, I know about it! It’s not an issue!”

([Rep #3] disappears into the back. I throw up my hands in frustration. He comes back out a few minutes later.)

Rep #3: “There’s a copay on this. There shouldn’t be. We can look into this for you.”

Me: “LISTEN TO ME. You are the third person that I’ve explained this to. I know about the copay. It’s fine. My insurance company screwed up. All I want to do is pay and go home!”

Rep #3: “I apologize for the issue. I don’t know what happened with your insurance… Hold on. Did you say you are going to pay?!

Me: *through gritted teeth* “YES.”

Rep #3: “Oh. OH! Yes, I’d be happy to process that for you! No problem!”

(I can only imagine how many temper tantrums people have thrown over copays to prompt that reaction from THREE pharmacy techs!)

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