Unfiltered Story #155420

, , | Unfiltered | June 24, 2019

(A customer calls up about their business insurance policy. The office I work in usually routes their business through brokers or agents, but it is far from uncommon to hear directly from customers. I’m running through the charges, then we get to the tax at the end. The customer is following along so far, but then asks me to re-calculate the taxes again and again.)

Me: “Okay, so the policy comes to a total of $5,000,” *making up a number for the sake of the story* “With the GST added, that comes to $5,500. Now we add the state Stamp Duty of 1.5%. This brings the total to $5,582.50. Now the Fire Services Levy…”

Customer: “Wait, you’re adding the stamp duty to the price after adding GST?”

Me: “…yes, sir”

Customer: “But you’re ripping me off. Is that how your company works”

Me: “That is how taxes work, sir.”

(After a back and forth for several minutes, the customer hangs up, saying he’s going to talk to his local member. I was sorely tempted to send him a link to the Australian Tax Office, but let him dig his own grave.)

Blame Kitt

, , , , | Right | June 5, 2019

(I am an insurance agent, calling a potential customer back to clarify some information so I can prepare an auto insurance quote for her.)

Me: “Hello. I am calling regarding the claim from March of last year. Can you please verify if you were at fault or not at fault for this accident?”

Customer: “Well, I pulled over to the side of the road, and then I backed into a pole. But my car’s back-up sensor did not go off and didn’t warn me, so it wasn’t my fault.”

Me: “I’m sorry, but you would be deemed at fault for that accident, in that case.”

Customer: “But it didn’t warn me! It didn’t do what it was supposed to do! My car has a sensor and it beeps when I am going to hit something. It didn’t beep, so it’s not my fault. And I didn’t get a ticket!”

Me: “I understand what you’re saying about the sensor not going off. Unfortunately, you’re still responsible for being aware of your surroundings. We’re going to have to quote this with an at-fault accident on the record.”

Customer: “I just don’t understand how it’s my fault. It’s my car’s fault.”

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Unfiltered Story #153714

, , | Unfiltered | June 3, 2019

(I work for a counter fraud department within a large well known insurance company, primarily my job consists of investigating new policies and looking for any signs that might link to fraud, fraud rings, ghostbrokers etc and validating the information on new policies, however sometimes we do take an occasional call from a policy holder who’s file we investigated)

Caller: Hi, my policy was cancelled by you and my new insurer is looking for proof of no claims, I should have 11 years?

Me: Alright let me have a look for you.

(I check his file and notice we confirmed with his last insurer  that he left them with 9 years and was with us for a year so he is entitled to 10)

Me: Okay sir, I can send you an email confirming 10 years no claims discount is that okay?

Caller: No I have 11! I had 9 with [Last insurers name] and have been with you for a whole year so 11!

Me: No sir that would be 10 years no claims discount…

Caller: *In an belittling tone* Please explain to me how you are coming up with this calculation because I did the maths and you owe me 11 years no claims discount!

Me: Certainly sir, well 1 + 1 is 2 yes?

Caller: Yes..

Me: And when you add 1 to another number that number becomes 1 more than it already is yes?

Caller: Yes?…

Me: Therefore 9 + 1 is 10, I’ll send out the email within the next 24hrs.

Caller: Oh, okay.. Uhm.. *Click*

They Don’t “Do” Paying

, , , , | Healthy | May 28, 2019

(I used to work for a medical insurance company. I answered phone calls and emails from customers who had questions about their insurance policy or reimbursements. In this case, the customer had a coverage of 80%, meaning that he had to pay for 20% of the amount himself. The following is an exchange over email.)

Customer: “I saw that 80% of my invoice was paid, but what do I have to do about the remaining balance?”

Me: “The coverage for this type of expense is 80%. This means that we have paid for 80% of your expenses to the hospital directly. The other 20% should be paid by you, yourself.”

Customer: “I don’t understand. What do I have to do?”

Me: “Since the coverage is not at 100%, this means that we cannot pay for 100%. We have paid our share to the hospital. The remaining balance of [amount] should be paid to the hospital by you, yourself. If you have already paid this to the hospital, everything is fine and no further action is required. If you want, you can give me a phone call or provide me with your phone number, so I can give you a call, so I can explain this to you by phone.”

Customer: “I really don’t understand. What do you want me to do?”

(He has given me no phone number and no other option than to send another email.)

Me: “The amount of [amount] has to be paid to the hospital by you, yourself. If you have already paid [amount] to the hospital, you should do nothing. If you have not yet paid [amount] to the hospital, you need to pay [amount] to the hospital. If you are unsure whether you have paid or not, please contact the hospital’s billing department.”

Customer: “I am [Customer]’s manager and I have been over these emails with him. We both do not understand what he needs to do.”

(Again, I was given no phone number. At that point, I decided to break the rules and put the email back in the general mailbox instead of my personal one to let someone else deal with it. The worst part is that these people work for the United Nations.)

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Not Changing His Methods

, , , | Right | May 24, 2019

(The insurance company through which we write typically does not allow cash payments; HOWEVER, they do make an exception for our agency, since most of our book of business does not have bank accounts. One of the stipulations is that we NEVER have more cash on hand than we are going to deposit each night. As such, we generally do not have the ability to make change. MONDAY:)

Customer: “Yeah, I want to put $70 on my policy.” *hands me a $100 bill*

Me: “I’m sorry, I don’t have change for this.”

Customer: “Well, what am I supposed to do?”

Me: “There are two banks across the street, and one two doors down. They’ll be happy to make change.”

Customer: *huffy* “Well, if I leave, I’m not coming back today!”

Me: “I understand. Your bill is due by Friday.”


Customer: “I want to put $70 on my policy.” *hands me $100 bill*

Me: “I’m sorry, I still don’t have change for this.”

Customer: “Well, when will you have change?”

Me: “I really can’t tell you. We are not allowed to have any more cash on hand than we receive throughout the day; that’s corporate policy. In fact, we are one of the few agencies in the state permitted to handle cash at all.”

Customer: “Does anyone here have change?”

Me: “I’m sorry, but we are not allowed to personally give change, either. Again, corporate really has strict rules about agencies handling cash.”

Customer: “Then how does anyone pay?”

Me: “We have several options: check, credit, debit, automatic withdrawal, money order… In fact, if you want to get a money order, the two banks across the street, the grocery store next door, or the big box store down the street are happy to help.”

Customer: “THIS IS BULL!” *storms out*


Customer: “I have $80. I want to put $70 on my policy.”

Me: “Again, we do not have change.”

Customer: “THIS IS BULL! JUST CANCEL MY POLICY! I’D RATHER GO TO JAIL FOR NOT HAVING INSURANCE THAN DEAL WITH THIS S***! YOU’RE A B****! GO TO H***!” *runs out the door, slamming it so hard it bounces back open again*

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