Making A Bold Claim

, , , | Right | September 6, 2019

(Like most UK car insurance companies, we set our policies to automatically renew if we don’t hear from the customer, so they’re not accidentally breaking the law if they don’t receive the renewal or something goes wrong.)

Customer: “Why did my policy automatically renew? You never told me it would do this. When I saw the price on your letter I went somewhere else.”

Me: “We did include that information on the letter, ma’am.”

Customer: “It doesn’t say it anywhere on the letter. I read through it carefully.”

Me: *reading from the letter* “Paragraph one, line three; it’s in bold.”

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Has Some Hang-Ups About The Hang-Ups

, , , , | Right | August 20, 2019

(I am in a specialty department for a major US auto insurance company and I’ve successfully talked to many callers prior to this one with no phone issues. A call has been transferred to me. The number appearing on the caller ID always shows as the transferring customer service rep, not the actual caller, and that rep indicates that the caller refused to give her name or policy number but asked for my department. This occurs after my initial greeting, which includes asking the caller their name and policy number. Instead of providing any such information, I get…)

Caller: “Why does everyone keep hanging up on me? The power company, the bank, the city clerk, everyone! This is the third time I’ve called your company and I’ve been hung up on twice; don’t you dare hang up on me, too!”

Me: “May I please take your number so I can return the call if we are disconnected?”

Caller: “No, I’m not giving that to you. Just don’t hang up!”

Me: “We aren’t permitted to disconnect callers. If the call is dropped, it’s not something we can control. Perhaps, since it’s happening whenever you make a call, there’s an issue with your phone? Do you have another available to use?”

Caller: “Just do your job! Everyone says the same thing. It’s your phone.” *shouting* “It’s not my f****** phone! Don’t you think I’d know it if it was my own phone?”

Me: “I’ll do my best to assist you. May I have your name and policy number, please?”

Caller: “Don’t you dare hang up! My name is Mar—” *click*

(I’m pretty sure it was her phone. I hope she got the assistance she needed, both with the phone and her insurance issue.)

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Unfiltered Story #159101

, | Unfiltered | July 25, 2019

*me*: [insurance company], how may I help you?
*caller*: What??
*me*: [insurance company]? [me] speaking
*caller*: (sounding as baffled as I am) I was gonna order some timber, I don’t do that from you, now do I?
*me*: no, ma’am, I guess not
*caller*: I thought it was weird, the lumber yard never picks up the phone as fast as you did
*me*: (unsure how to respond) no, well … thank you
*caller*: well, anyway (hangs up)
odd thing is, she would have to go through nearly a 2 minute answering message, saying that we’re an insurance company before she got to me

Unfiltered Story #156869

, | Unfiltered | July 7, 2019

{Overheard one side of a call from a claims officer}

I’m… sorry? Ma’am, who do you think is bugging your house?
{pause}
Have you thought about getting new phones?
{pause}
Well, that’s terrible news but I’m sorry I can’t help you with that. I’ll have to transfer you now.

At Least Say Hello Before Becoming A Victim Of Identity Fraud

, , , , | Right | June 27, 2019

(I work at an insurance company in Canada and we service ONLY Canada. There is a bank in the southern United States that has accidentally printed our customer service number on their debit cards. Our numbers are only one number different, so once I explain to the client what the bank’s ACTUAL number is there usually isn’t an issue. But sometimes the client just doesn’t “get it,” and there are phone calls like this all the time.)

Me: “Thank you for calling [Insurance Company]. How can I help you?”

Bank Customer: *in a heavy Southern accent* “Hi. I just used my card at a [Pharmacy Chain] and it was declined; can you tell me why this happened?”

Me: “Sorry, are you trying to reach [Bank]?”

Bank Customer: “Yes… This is [Bank] that I’m speaking with!”

Me: “Sorry for the inconvenience, but [Bank] accidentally printed the wrong number on their card. Their actual number is [number], so just make sure you’re dialing an eight instead of a six.”

Bank Customer: “But I’m calling the number on the back of my card… It says this is the customer service number.”

Me: “Yes, I understand. It’s just that there was a misprint, and they accidentally put our number on their card. We are not your bank; we’re a Canadian insurance company.”

Bank Customer: “Well… I’m calling [our number].”

Me: “Yes, you are, and that is not your bank’s number; their number is [bank number].”

Bank Customer: “Okay… I’ll try again. I just called the number on the card…”

(I have also received this call many times:)

Me: “Thank you for calling [Insurance Company]; how can I help you?”

Bank Customer: “My Social Security number is—“

Me: “Sir! Please don’t tell me that information! This is not [Bank]!”

(Who STARTS a call with their SSN, anyway?)

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