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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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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