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So Much For Keeping A Low Profile

, , , , | Working | January 13, 2022

I’m driving when a tiny rock punctures my lower radiator. I have to pay out of pocket to get it replaced because my insurance excess is only slightly higher than the repair bill. I call up my insurance to see if I can get a lower excess.

I go through the standard greeting, explain what I need, and answer the initial security questions. However, the agent keeps asking for additional security questions.

Agent: “I’m really sorry, but I can’t progress with this because the birthdate you’ve given me doesn’t match the date we have on file. All your other information matches, so it’s clearly you, but I’ll need to talk to my supervisor to see if I can bypass it.”

I’m on hold for a while as they try to sort it out. The agent keeps apologising to me for the situation.

Agent: “When you called up to set up your insurance, they probably just misheard the date over the phone.”

Me: “I set this up in person at the [Town] branch because I knew they would mishear my name over the phone. I never thought my birthday would be an issue!”

Eventually, I’m given the okay to proceed. It turns out the date was off by a single day. The agent starts to give me quotes for new comprehensive insurance.

Agent: “You would save more money if you had your green slip through us, as well.”

Me: “I do. All my insurance is through [Company]; I got the green slip through you after the one from the dealership expired.”

Agent: *Pauses* “Okay.”

It turns out I had a second profile for my green slip. It was missing my phone number which was why the two never got linked together.

Agent: “Okay, so I can quote you [price]. If you got roadside assistance through us, it would be cheaper, but it’s not necessary.”

Me: “I got roadside assistance last week to get my car towed in.”

Yep. I had a third profile with them for roadside assistance. I believe this one was missing my email address. What should have been a simple phone call took well over an hour.

What Part Of “Read Before Signing” Do People Not Understand?!

, , , | Right | CREDIT: XoX_K_XoX | January 12, 2022

I work in car insurance, and we offer smart box policies. Basically, every ninety days, we judge your driving, and if you do good, you’ll get a refund. If you do badly, there’s an additional fee, or there might not be any fee if your score doesn’t change enough.

This guy calls in about his son’s policy. He has a new job and doesn’t want Dangerous Times — between 11:00 pm and 5:00 am — affecting his son.

Me: “That is part of the terms and conditions you agreed to when you took out the policy. Unfortunately, we can’t change them.”

Customer: “Yes, you can!”

We go back and forth for a while.

Customer: “I want the name and contact number for someone high in the company to sort this out.”

Me: “I can’t give you that information, but I can arrange a call back from a manager.”

Customer: “Fine, I’ll take it.”

My manager said the exact same thing as I did. He wasn’t a happy bunny.

Customer: “I demand that you escalate my complaint to the highest person possible! I will be contacting my solicitor and my MP (Member of Parliament)!”

Manager: “Okay, be sure to show them a copy of your terms of conditions where we clearly state what you agreed to.”

I had a good laugh when I read my manager’s update. I’m just imagining this guy wasting his money on a solicitor and contacting his MP just for them to shrug and say, “You already agreed to it.”

It’s Not Our Policy To Accept Screamed Policies

, , , , | Right | January 11, 2022

We are an inbound-only call centre and I work in the sales department. This is exclusively for people looking to take out new policies, but we frequently get calls for other departments because people either don’t know what department they need or don’t want to listen through the options. This leads to our queue being quite long most days.

Customer: “Finally! Why does it always take so long for you guys to answer the phone? I’ve been waiting for like an hour!”

The call timer shows he entered our department’s queue only ten minutes ago, but I don’t mention this.

Me: “I’m sorry about the wait, sir. How can I help you?”

Customer: “I have a policy with you.”

I wait, expecting more information, but I realise none is coming.

Me: “And how can I help you with that?”

Customer: “Well, I need to make a claim, obviously!”

Me: “In that case, sir, I’ll need to transfer you to our claims team. There will be a short hold.”

Customer: “No! Don’t you dare put me on hold! I’m not waiting any longer. I’ll give you the details so you can log it for me.”

Me: “I’m afraid I can’t do that, sir. The claims department uses a completely separate system from us and I’ve not been trained for it.”

Customer: “Then you can just take the details now and pass on the details to them. I don’t have time for this.”

Me: “I’m sorry, sir, but as you pointed out at the beginning of the call, we have a bit of a wait for this line. I can’t take myself away from customers that actually need something from this line, but the claims team isn’t a busy as us today, so you should get through fairly quickly.”

Customer: “I told you I’m not waiting!”

He then began to tell me the claim details, screamed at me to pass it on, and hung up. I hadn’t even brought up a policy for him or gone through security, so even if I was trained for that line, I wouldn’t have been able to log it.

“Good Client”. Sure.

, , , , | Right | January 2, 2022

I work in customer service in a call center for three well-known car brands.

Customer: “My engine broke and has to be replaced. I want you to pay for the repair. This is clearly a manufacturing defect, and I’m a good client!”

Normally, we help loyal/good clients who have done their car’s maintenance on the brand. Often, we do not even care that it has been on the brand, simply that the procedures indicated by the brand have been done. So, we opened the process and contacted the repairman so that he could send us the maintenance invoices and the repair invoice so that we could analyze how much to contribute.

The car was twelve years old, had around 500,000 km (over 300,000 miles) on it, and had had six maintenances done; it should have had twelve. The customer had chosen the most expensive engine possible, and the repair cost more than €10,000.

We had that process open for two weeks because the client kept calling demanding that we pay him 100% of the repair. Obviously, we did not pay him anything. He ended up threatening to take us to court. We told him that a better option was to buy a new car with the money he would spend on lawyers to win that case. We haven’t heard from him again… for now, at least.

They Dropped The Ball, And The TV

, , , | Right | December 9, 2021

I work in the office of a major insurance company, in the home department. I take a call that starts out fairly normal.

Caller: “Can you tell me if my TV is covered if I drop it?”

Usually, this means that the customer has dropped their TV but isn’t sure it’s covered. I pull up their policy.

Me: “Yes, I can confirm that you have accidental damage on your policy.”

The next sound on the line is an almighty crash: the sound of a television being dropped. There is another voice in the room talking to the caller.

Other Voice: “Does it look broken enough?”

Caller: “No, drop it again.”

Second almighty crash. I can hardly believe what I have heard.

Caller: “Oh, s***! The phone!”

The customer swiftly hangs up. Just a couple of minutes later, they phone again.

Caller: “Hello, [Insurance Company]? I just dropped my TV.”

Me: *In my politest tone* “Yes, madam, I heard; I was the agent who took your last call.”

Caller: “I want to claim on my policy.”

Me: “No, madam, you do not want to claim on your policy, not after what I just heard. All our calls are recorded.”

Caller: “No, I WANT TO CLAIM!”

Me: “Madam, before you decide to do that, I am going to send you, free of charge, a recording of your last call. You may then decide whether or not to go ahead with your claim.”

The recording was burned onto a CD and sent out to the customer. Oddly enough, she decided not to proceed with her claim.