Unfiltered Story #200654

, | Unfiltered | July 13, 2020

I work customer service for a well known car insurance company. Customer called to add a vehicle to their policy. Ok, easy enough. So we go through all the information about the vehicle and then go over pricing. She starts yelling that the price is supposed to go down when you add a car. I’m trying my hardest not to sound condescending or rude but cats got my tongue and I’m not quite understanding why a 40 year old woman would think that. So as nicely as I can I attempt to explain how we are covering a second (brand new) car so it would be more expensive than covering just one car with basic liability coverage. She states that she still doesn’t understand and that it makes absolutely no sense also rants about how we are thieves and just ripping her off. I try again to explain and dumbing it down even more “you have an older car with just state required coverages and we are adding a second car that has to have full coverage which would cost more because there is more coverages added but now we are covering another car too” something along those lines. She continues saying that we are ripping her off and I hear the dealer in the background trying to help her explain the concept. She pushes me to finish while still talking crap about how we are robbing her and how she’s going to shop around.

Duh-UI

, , , , , | Right | July 9, 2020

Customer: “Yes, I would like to buy insurance for me and my husband, please.”

Me: “Okay, I’m going to need some information. What are your names and current address?”

The customer gives me their information.

Me: “Do either of you have any arrests on your records?”

Customer: “No.”

I look them up on my computer and find out that the husband has been arrested for DUI.

Me: “I’m sorry, but it seems like I’m going to have to deny coverage for your husband because he has been arrested for DUI.”

Customer: “Oh, yeah. You’re not supposed to count that; it wasn’t his fault.”

Me: “Not his fault? And how is that exactly?”

Customer: “Our lawyer said that it would be expunged from his record.”

Me: “Well, it sounds like you need to get in contact with your lawyer about that before I can approve your coverage.”

Customer: “Oh, okay.” *Click*

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The Drive To Anger

, , , | Right | July 1, 2020

A customer of ours who we hardly ever hear from, who is about seventy years old, gives us a call.

Me: “[Insurance Company], this is [My Name]; how may I help you?”

Customer: “Hi, this is [Customer]. I was in the hospital recently and I am now in rehab. I know a while back someone told me that [Granddaughter] is not allowed to drive my car. She has her own insurance and lives elsewhere but is driving me occasionally now since I am unable to drive while in rehab. Is that right?”

Me: “Hmm, well, I see that she is listed in the household but is not assigned to your car. Let me double-check with a team member and I will get back to you within a few minutes, is that okay?”

Customer: *A little miffed* “All right, that’s fine.”

I find a note from two years ago that the customer did, in fact, sign a form that means the granddaughter is not allowed to drive her car due to her terrible driving record. This also means that in the event of a claim where the granddaughter happens to be the driver, our company could deny coverage.

Me: “Hello, [Customer]? This is [My Name] from [Insurance Company] again. I did some research, and back in September of 2011, you signed a form that prevents us from assigning [Granddaughter] to your car. But, that doesn’t mean she can’t drive you around in her own vehicle.”

Customer: “What? That’s not what I asked! Why does her car have anything to do with my insurance?!”

Me: “I’m sorry, ma’am. I am not saying that her car is insured here; I am just saying that if she has to drive you in her car, that is perfectly fine. But if she drives you in your car, then there could be a denial in coverage if something were to happen because you signed that form two years ago.”

Customer: “All you had to do was tell me that she still isn’t allowed to drive my car. You didn’t have to go into when I signed something and stuff about her car.”

Me: “O-okay, ma’am. Well, you were correct; she is still not allowed to drive your car.”

Customer: *Huffs* “Thank you.”

Me: “You’re welcome, goodbye—”

Customers: *Muffles* “Stupid b****.” *Hangs up”

I guess sometimes it’s best not to go into greater detail?

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License To Get Frustrated

, , , , , , , | Working | June 30, 2020

About a year and half ago, I moved from Florida to Pennsylvania for graduate school. Since I was moving as a student, it wasn’t necessary for me to go through all the steps to change my residency, such as updating my driver’s license or vehicle registration.

It is now time for me to renew my Florida vehicle registration. I am technically a resident of Florida, but I receive an email saying that my registration has been denied due to my car insurance being for Pennsylvania. I didn’t have this issue last year, even though my circumstances haven’t changed. I call my insurance company to figure out what is going on and what my next steps should be. 

Insurance Agent: “Well, since you are located for most of the year in Pennsylvania, you should probably register your car there.”

Me: “Okay, but I am not a Pennsylvania resident. I don’t think I’m allowed to register my car here without changing my residency, and I would rather not do that. I’m probably not staying here after I graduate.”

Insurance Agent: “That’s fine! Because you are a student, that allows you to register your car in Pennsylvania, even without a Pennsylvania license.”

Me: “Okay, thank you! I will look into that.”

As I am still not certain this is correct, I call the Pennsylvania DMV.

Me: “Hi, I’m a student and Florida resident. However, my insurance company said I could register my car in Pennsylvania regardless?”

DMV Representative: “No, you need a Pennsylvania license. If you don’t have one, you can’t register your car here.”

Me: “That’s what I thought. I’ll call my insurance agency back. Thank you!”

After explaining this entire situation again on the phone:

Insurance Agent #2: “Okay, I can absolutely change your policy to a Florida one. That’s strange that it changed.”

Me: “Great, thank you! I didn’t make any changes in the last year, so I’m not sure how that happened.”

I spend a good deal of time on hold, while the agent begins to change everything over.

Insurance Agent #2: “So, there are actually notes from a different phone call saying that you are a full-time Pennsylvania resident.”

Me: “But I’m not. I’m a student and only here temporarily.”

Insurance Agent #2: “Well, because of the notes, I’m not allowed to change your policy.”

Me: “So, I’m not a Pennsylvania resident, so I can’t register my car in Pennsylvania, but I can’t fix my insurance policy to register my car in Florida? Even though I never changed my policy to a Pennsylvania policy in the first place?”

Insurance Agent #2: “That’s correct.”

Me: “My registration expires in a week. The Pennsylvania DMVs are all closed due to the pandemic. I don’t want to drive an unregistered vehicle and potentially get in trouble. What should I do?”

Insurance Agent #2: “You should keep the records of these phone calls and go once everything is reopened. You might be able to do it all online.”

Spoiler alert: you can’t.

Me: “So, despite the fact that I’m a student and not a full-time Pennsylvania resident, I have to change my residency? And despite that I was able to renew my registration last year when I was in the exact same situation?”

Insurance Agent #2: “That’s correct.”

Me: “Well, thank you. I guess I’ll try to get that done soon.”

While this is all comically inconvenient, it isn’t the worst thing. The biggest kicker is that Florida driver’s licenses are good for eight years, and I finally had to renew mine this year. And now I’ll have to pay to have a new one issued for a new state.

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Not How You Insure That You Get A New Customer

, , , , , | Working | June 18, 2020

I recently decided to shop around for new car insurance and filled out a form online to get a quote from [Large Insurance Company], but the page timed out and I didn’t get the quote.

A few hours later, an agent calls as I am walking out the door for work, so I ask them to call back later. The next day, they call again while I’m on my way to work.

Agent: “Hello, this is [Agent] from [Large Insurance Company]. Could I speak with [My Name]?”

Me: “This is her, but I’m actually on my way to work right now, so I can’t talk. You could call my husband and speak with him, though.”

Agent: “Okay, I’ll just call back later. Would this evening work?”

Me: “Umm… maybe? Why don’t you just call my husband right now? I can give you his number.”

Agent: “Oh, I’m not able to take down any numbers. I’ll just call back later. Or you can call us back. Here is our number so you can write it down. It’s [Number]. Did you need me to repeat that?”

Me: “Well, as I said, I’m on my way to work now, so I can’t take down your number, either. I guess just keep trying and maybe you’ll get lucky. Thanks.”

It’s not looking promising.

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