You Need To Ask Him To Ask You If It’s Okay To Ask Him To Ask You

, , , , | Working | September 26, 2019

(I receive a call from a surgery about an insurance claim where we have emailed the client for more medical information. On the original report, the surgery has mentioned other conditions which would support his claim, but they have not given all the dates we need.)

Caller: “Yes, I’m calling in relation to [case]. [Customer] has emailed us the email you sent him, and we are going to need his consent to send that information to you.”

(I pull up the case and see that we have emailed a few questions to the customer asking him to get the GP to answer, and then send it back to him so he can send it to us. This might seem like a long way around but Data Protection Laws mean we have to do this.)

Me: “I can see we asked Mr. [Customer] to get some further information. Please provide that to the customer, and then they can send it to us if they wish to continue with the claim.”

Caller: “No, due to Data Protection we can’t, not without his permission.”

Me: “You can’t provide the customer with his information?”

Caller: “No.”

Me: “But by him asking you for that information, he has asked you to provide it to him. That is permission.”

Caller: “Well, we can’t. He has to give his permission.”

(This went on for quite a while with me hopelessly trying to point out by sending the email, the customer had, in fact, asked for this info to be sent. They could send it to him and this wouldn’t breach the Data Protection Act, since he can — you know — KNOW about himself. Eventually, I had to send an agreement to the customer to sign so they would release the information which has delayed the claim by almost two months. And I thought the admin at my surgery were incompetent!)

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Unfiltered Story #168388

, , , | Unfiltered | September 26, 2019

Me: Good morning, thank you for call my * what can I do for you today?

Customer: I need to be added back onto my parent’s policy

Me: Certainly, Are you still in school?

Customer: No

Me: Ok and how old are you?

Customer:25

Me: I’m sorry, but once you turn 25 you are not longer able to remain on you r parent’s policy.

Customer: That’s Bull *! I want to go back on my parent’s policy.

Me: I sorry but Australian Law says once you turn 25 you need to purchase you own private health cover.

Customer: Well fine then I wan to cancel the policy.

Me: Sir, only the policy holder can cancel a policy.

Customer (more frustrated): No, no, no you need to cancel my policy right now.

Me: I am afraid it’s not your policy to close

Unfiltered Story #163215

, , | Unfiltered | September 12, 2019

*Sitting at my desk loading up my emails to prepare for the work day. Saw an email from a client who needed to know what the price would be per 6 months to add her child. I had emailed her the price in the body of the email.*

Email to me: There might be a connection problem. Didn’t get your attachment, can you resend?

Email to her: *copied and pasted what I sent before and sends*

*phone rings* *answers*

Me: thank you for calling your insurance office, me speaking.

Them: hello! I didn’t get your attachment, what is the price again?

Me: I’m sorry. I didn’t send an attachment, I wrote down wha–

Them: oh okay okay. Okay so hold on wait wait wait… Okay so its this much every month?

(Agiain I specified every 6 months…)

Me: no.

Them: every 12 months?

Me: no…

Them: every 6 months?

Me: yes…

Them: oh okay!

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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