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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Parenthood Doesn’t Come With Clairvoyance

, , , , , | Healthy | July 19, 2020

My son was born with a very slight heart murmur. The pediatrician said he needed to see a cardiologist so they called one in right away. He was only an hour old.

One month later, I got a letter saying the insurance wouldn’t pay because it needed a pre-authorization twenty-four hours before the visit. I called the insurance company and said that twenty-four hours before the visit, my son was negative twenty-three hours old. They paid the claim.

He’s eighteen now, and he’s fine.


This story is part of our July 2020 Roundup – the best stories of the month!

Read the next July 2020 Roundup story!

Read the July 2020 Roundup!

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Taxing Faxing, Part 28

, , , | Right | July 17, 2020

A customer wants a document sent by fax. Even if there are more modern ways, this is no odd request and since there is an appropriate number in his contact details, I do as I am told.

Several hours later, the customer calls again.

Me: “This is [Insurance Office]. You’re talking to [My Name]. How may I help you?”

Customer: “Yes, this is [Customer]. I wanted you to send me a fax but I didn’t get one.”

I know it was sent; I have the proof right next to me.

Me: “Well, I sent it right after you called. It should be there.”

Customer: “But I didn’t get it.”

Me: “Okay, no problem Mr. [Customer]. I’ll send it again. Just to be sure, would you please tell me the right number again?”

Customer: “Of course. It is [email address].”

Me: “…”

Related:
Taxing Faxing, Part 27
Taxing Faxing, Part 26
Taxing Faxing, Part 25
Taxing Faxing, Part 24
Taxing Faxing, Part 23

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Now THAT Is A Resolution Specialist

, , , , | Right | July 15, 2020

I work for a national insurance company. Insurance is highly regulated as it’s one of the only organizations whose prices vary due to risks like age, location, education, gender, etc., from state to state.

One of the ways we assess risks is by doing occasional inspections — going to properties and seeing if they are in a good, safe condition. 

I get an escalated — supervisor-level — call from a customer. She has spoken with us several times over the last few weeks. We are cancelling her insurance because she doesn’t have steps to access the front door to her home… just a sheer dropoff. 

Me: “Miss [Customer]? Thanks so much for holding. My name is [My Name]. I’m a resolution specialist. The previous representative said you had some concerns about the cancellation stays of your home policy. How can I help?”

The customer goes on to explain how she has called us several times, how she has had the stairs installed, etc. I can see that we have gone through all appropriate channels and requested exceptions from managers and the like. All requests have been denied and the final standing is that we cannot provide her coverage. She has been notified of this by several different people, several times, over several days.

Customer: “I don’t care what your managers have said. You will give me coverage.”

Me: “Oh! I’m so sorry for the frustration this has caused. I can see you’ve spent a great deal of time with us on this matter. Let me just say, I really appreciate your interest in wanting to still be a customer with us after all this inconvenience, and time, and effort, and…”

Customer: “Wait. Continue to be a customer? No. Actually, I don’t want to be your customer anymore!”

CLICK! Problem solved.

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