A Ding In The Hands Of A Ding-Dong

, , , , , , | Legal | August 3, 2020

My dad had six years with no claims on his insurance and his current insurance was up for renewal in around three months.

We were shopping one day and when we were heading back to the car, we were hit with over ninety-kilometre-per-hour winds. Thus, when my dad went to open the car door, it was blown out of his grasp and hit the door of the car next to us. We checked a few times and realised the only damage was a scratch in the paint as his door just scraped the outside of theirs. 

We waited for them to come out and when they did, my dad calmly explained what had happened and that it was an accident, handing over his insurance details along with his phone number in case this other guy’s insurance needed to hear it from him, too.

The guy was fine with it and said there was no use to get in contact with them as it was only a light scratch. Between them, over the course of ten or fifteen minutes, they agreed for my dad to pay for the scratch to be painted over. We left it at that, other than confirming where the “repair” was getting done so my dad could pay them, and we took pictures. There was text communication between them over the next few days confirming this was what was agreed.

Everything was all done and dandy… or so we thought. When it came time for my dad to renew his insurance, he was shocked at the quotes he was getting. He was currently paying approximately £300 per annum, and the cheapest he was being quoted was £550. He suspected there was an issue with the website, so he called them up to speak to someone where he was given the same quotation.

Understandably, he was confused, so he asked why it had almost doubled when he’d had a six-year no-claim bonus. The operator promised they would look into it and call him back within the hour. When he got the call back, that was when he found out this other guy did file a claim, despite saying he didn’t feel like they needed to as the matter had been solved civilly. My dad had proof of this via text. He was told that the other guy had provided pictures of “extensive” damage and had been awarded a payout.

Now, my dad was even more confused. A paint scratch is not extensive damage, and he’d covered for it to be repainted.

He told the operator all of this and it was just silent for a long time. Then, he was told to submit all the evidence online, but he didn’t have Internet at his house, so it was agreed that someone would be coming around to assess the evidence a week from then. They also confirmed that they had placed a temporary hold on the insurance to cover the time period.

So, a week later, we got a knock on the door. We assumed it was the person being sent out — alongside a police officer. That was when it dawned on us how serious this was. We showed them the evidence, including dates, times, messages, pictures, etc. Then, they asked for the name of the company who repainted the car and we gladly gave it. It was only a mile from where we lived. We both assumed they went there to confirm things with the owner of the place, but we were kept out of the loop for another fortnight whilst they investigated.

Finally, we got a call and the full picture came out. They had ruled in our favour. The guy in question had gotten into an accident a month or so later, which was where the extensive damage came from. He’d worded it that my dad was the cause, but my dad’s picture, alongside messages, proved the timing did not fit. The payout he’d been awarded had to be paid back in full to the insurance company and my dad’s rates would be lowered to £320, which was roughly what he was expecting it to be. We found out in the local newspaper that the guy was found guilty of insurance fraud and got stuck with a large fine alongside a six-month jail sentence.

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Five Thousand Reasons To Dislike This Customer

, , , , , | Right | August 3, 2020

Since lockdown, we’ve been closing from 12:00 to 13:00 for walk-ins to avoid having to sanitize the reception desk area computer, phone, chair, etc. We’re still available by phone. A client comes in at 13:00 sharp.

Client: “You’d better have a good reason to be closed during lunchtime! And you’d better not tell me it’s ‘cause of that corona, ‘cause that’s not a good reason!”

Me: “I’m sorry, sir, but that is why. We can—”

Client: “That’s not a good reason!”

Me: “As I was saying, we cannot sanitize the area and share the desk every day; it would take too much time.”

Client: “You guys really need to let your clients know! This is ridiculous. That’s not a good reason. I’ve been here twice during lunch to make a payment and you were not open.”

Me: “Sir, it says right on our door and when you call that we’ve modified our hours and are closed from noon to one.”

Client: “That’s not good enough! You need to advise me by mail. I need it to be written down! I came here and it was closed.”

Me: “Sorry, sir, but that would make no sense. We can’t send a letter to all our clients to advise that we’re closed to walk-ins from noon to one temporarily.”

We’re a local business but have over five-thousand clients; that would be thousands of dollars for something they would literally know by calling.

Client: “That’s stupid. This makes no sense. It’s not a good reason. Anyway, you guys suck and I won’t be your client again next year.”

Me: “No problem, sir. How about we cancel today, then?”

Client: “No! I don’t have time for that.”

We proceeded to payment. He asked a question and asked if we were going to be open at lunch then. I told him no and he stormed off, yelling to make sure I told my boss about this. I did. They laughed.

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Unfiltered Story #201669

, , , | Unfiltered | July 31, 2020

Our office moved four months prior to this call. We’re only about a mile away from the old location. The old location is not occupied so we have a stack of printed maps (including very easy directions to our new location), we have displayed a page on the door with all our contact information and even have a QR code hung up that links to a map of our new location on it.

Me: Good morning, (business name)!

Caller: Hi, I’m at your office but you aren’t here.

Me: Are you at our old location? We moved about four months ago.

C: Yes, how do I get to your new office.

M: Did you notice the stack of maps hung up in a container on the window there?

C: Yes, I have it in my hands.

M: OK great! That has a map AND directions to the new place, feel free to follow that right over to us, we’re not very far away!

C: Just give me the directions.

M: OK … (gives directions almost verbatim from the map in his hands)

C: OK, got it I think … what’s the address?

M: (gives new address) You know, that’s also on that map and directions you have in your hand there. You can also scan the QR code on the window there that will take you to our website.

C: (repeats address I just gave) I’ll just put it in my GPS.

By some miracle, he showed up at the office about five minutes later, telling us we weren’t very hard to find.

Apparently, There Is Only One Insurance Company

, , , , | Right | July 24, 2020

Me: “Hi, [Insurance Company #1], this is [My Name]. How can I help you?”

Customer: “Yes, I’d like to pay my [Insurance Company #2]’s bill.”

Me: “I am sorry, but you have called [Insurance Company #1], not [Insurance Company #2]. I can’t help you pay your bill.”

Customer: “Oh, then can you look up the number for my agent?”

Me: “I am sorry, but as I am from [Insurance Company #1], I don’t have access to agent information for [Insurance Company #2].”

Customer: “Can’t you look it up on your computer on the Yellow Pages?”

Me: “Ma’am, I am sorry but I can’t. I don’t have access to outside sites.”

Customer: “Can’t you use your phone to look it up? Like on your iPhone or something?”

Me: “Ma’am, I cannot assist you.”

Customer: “I just want to pay my bill. It’s under [Customer].”

Me: “I am sorry, but I have already explained to you that I do not work for the company that carries your insurance, so I cannot process a payment for you.”

Customer: “Okay, so look it up for me.”

Me: “Ma’am, I hope you get the help you need.”

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Does Not Speedily Come To That Conclusion

, , , , , | Right | July 23, 2020

Me: “How can I help you today?”

Customer: “I want to know why my new monthly premium amount is more than it was during my previous six-month policy term?”

Me: “Well, we ran your motor vehicle report and found out that you had two speeding tickets in the last four months.”

Customer: “Well, why didn’t someone tell me?”

Me: “Well, the reason you’re calling me, asking me why your premium is higher, is because we did tell you.”

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