He Chose The Wrong Thing To Be Honest About

, , , , | Right | August 17, 2020

I’m a customer service agent for an insurance company. The people I help on the phone have questions about either their car, house, or travel insurance. Right now, we get a lot of customers who have questions about their travel insurance and recompense for cancellation costs if they cancel their holidays due to the current health crisis. Not this customer, though; he has a whole new set of reasons.

Me: “Hello, how can I help you?”

Customer: “I need to cancel my holiday with my family, and I was wondering if my travel insurance will cover the cancellation costs.”

Me: “Can you tell me what happened? In certain circumstances, we do cover cancellation costs, and with the current events, we are a bit more lenient with those circumstances.”

Customer: “Yeah, I need to cancel my holiday because I need to go to the hospital with my girlfriend for an echo; she is pregnant.”

Me: “Congratulations! Was your girlfriend also going on this trip?”

Customer: “Of course not! I was going with my wife and kids! And can you change the email address you have from us? That way my wife won’t find out about this.”

Me: “Let me get this straight; you want us to pay for your cancelled holiday with your wife and kids because you got your girlfriend pregnant?”

Customer: “Yes!”

Me: “Yeah, that’s not going to happen.”

Definitely the weirdest cancellation reason I heard so far!

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One Small Hitch

, , , , | Legal | August 9, 2020

Car insurance is compulsory in Italy. At the time of this story, upon payment — yearly or twice a year — you are given a piece of paper with your license plate number and insurance expiry date to display on the windscreen. The paper has a filigree and the data are impressed to prevent fraud, but this does not deter the smart alecs.

Coworker #1: “Say, mate, how come your insurance expires in two years’ time?”

Coworker #2: *Facepalms dramatically* “Oh, d’oh! I made a mistake!”

Coworker #1: “I am never again hitching a ride from you.”

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A Ding In The Hands Of A Ding-Dong

, , , , , , | Legal | August 3, 2020

My dad had six years with no claims on his insurance and his current insurance was up for renewal in around three months.

We were shopping one day and when we were heading back to the car, we were hit with over ninety-kilometre-per-hour winds. Thus, when my dad went to open the car door, it was blown out of his grasp and hit the door of the car next to us. We checked a few times and realised the only damage was a scratch in the paint as his door just scraped the outside of theirs. 

We waited for them to come out and when they did, my dad calmly explained what had happened and that it was an accident, handing over his insurance details along with his phone number in case this other guy’s insurance needed to hear it from him, too.

The guy was fine with it and said there was no use to get in contact with them as it was only a light scratch. Between them, over the course of ten or fifteen minutes, they agreed for my dad to pay for the scratch to be painted over. We left it at that, other than confirming where the “repair” was getting done so my dad could pay them, and we took pictures. There was text communication between them over the next few days confirming this was what was agreed.

Everything was all done and dandy… or so we thought. When it came time for my dad to renew his insurance, he was shocked at the quotes he was getting. He was currently paying approximately £300 per annum, and the cheapest he was being quoted was £550. He suspected there was an issue with the website, so he called them up to speak to someone where he was given the same quotation.

Understandably, he was confused, so he asked why it had almost doubled when he’d had a six-year no-claim bonus. The operator promised they would look into it and call him back within the hour. When he got the call back, that was when he found out this other guy did file a claim, despite saying he didn’t feel like they needed to as the matter had been solved civilly. My dad had proof of this via text. He was told that the other guy had provided pictures of “extensive” damage and had been awarded a payout.

Now, my dad was even more confused. A paint scratch is not extensive damage, and he’d covered for it to be repainted.

He told the operator all of this and it was just silent for a long time. Then, he was told to submit all the evidence online, but he didn’t have Internet at his house, so it was agreed that someone would be coming around to assess the evidence a week from then. They also confirmed that they had placed a temporary hold on the insurance to cover the time period.

So, a week later, we got a knock on the door. We assumed it was the person being sent out — alongside a police officer. That was when it dawned on us how serious this was. We showed them the evidence, including dates, times, messages, pictures, etc. Then, they asked for the name of the company who repainted the car and we gladly gave it. It was only a mile from where we lived. We both assumed they went there to confirm things with the owner of the place, but we were kept out of the loop for another fortnight whilst they investigated.

Finally, we got a call and the full picture came out. They had ruled in our favour. The guy in question had gotten into an accident a month or so later, which was where the extensive damage came from. He’d worded it that my dad was the cause, but my dad’s picture, alongside messages, proved the timing did not fit. The payout he’d been awarded had to be paid back in full to the insurance company and my dad’s rates would be lowered to £320, which was roughly what he was expecting it to be. We found out in the local newspaper that the guy was found guilty of insurance fraud and got stuck with a large fine alongside a six-month jail sentence.

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Five Thousand Reasons To Dislike This Customer

, , , , , | Right | August 3, 2020

Since lockdown, we’ve been closing from 12:00 to 13:00 for walk-ins to avoid having to sanitize the reception desk area computer, phone, chair, etc. We’re still available by phone. A client comes in at 13:00 sharp.

Client: “You’d better have a good reason to be closed during lunchtime! And you’d better not tell me it’s ‘cause of that corona, ‘cause that’s not a good reason!”

Me: “I’m sorry, sir, but that is why. We can—”

Client: “That’s not a good reason!”

Me: “As I was saying, we cannot sanitize the area and share the desk every day; it would take too much time.”

Client: “You guys really need to let your clients know! This is ridiculous. That’s not a good reason. I’ve been here twice during lunch to make a payment and you were not open.”

Me: “Sir, it says right on our door and when you call that we’ve modified our hours and are closed from noon to one.”

Client: “That’s not good enough! You need to advise me by mail. I need it to be written down! I came here and it was closed.”

Me: “Sorry, sir, but that would make no sense. We can’t send a letter to all our clients to advise that we’re closed to walk-ins from noon to one temporarily.”

We’re a local business but have over five-thousand clients; that would be thousands of dollars for something they would literally know by calling.

Client: “That’s stupid. This makes no sense. It’s not a good reason. Anyway, you guys suck and I won’t be your client again next year.”

Me: “No problem, sir. How about we cancel today, then?”

Client: “No! I don’t have time for that.”

We proceeded to payment. He asked a question and asked if we were going to be open at lunch then. I told him no and he stormed off, yelling to make sure I told my boss about this. I did. They laughed.

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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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