I log in to the online portal for my insurance company to update my address as we’ve just moved to a house. Looking at the listed contact information, I notice there’s a secondary contact address listed in California. I call customer support.
Me: “I was updating my address and noticed there’s a secondary address listed that I do not recognize.”
Agent: “Yes, I see [address] in California. Is that correct?”
Me: “No, it’s not. I have no idea what that address is or where it’s from. I’ve never lived in California. I don’t even know anyone in California.”
Agent: “Let me check… I’m showing that the address belongs to someone else registered on your policy.”
Me: *More concerned* “What? This policy only has me and my husband listed, and we live together. In Illinois.”
Agent: “No, this is [Woman]’s address.”
Me: “Who is [Woman]? When were they added? I’ve had this policy since I was eighteen; I’ve never added a [Woman] to this.”
Agent: “Hmmm… I can’t see the date they were added. When did you start seeing them on your statements?”
Me: “They’ve never been on my statements. My bills only show me and my husband listed. I only saw this address listed when I went to update my contact information online.”
Agent: “Well, I’m showing her in our database; that’s how her address was populated on our website.”
Me: “How can she be in your database but not show up on my printed statements or my main account page? More importantly, I did not add this person and don’t know who they are. You need to remove them ASAP.”
Agent: “You’ll have to reach out to the agent who sold you the policy regarding any discrepancies.”
Me: “That… what? This person isn’t on my original policy. The only place they are listed is your website.”
Agent: “You’ll need to contact your agent.”
The agent hangs up on me. Only then do I have a thought: [Woman] is the name of my very long-estranged and very abusive mother. It has been so long that her name didn’t ring any alarm bells, and the agent never told me a last name. With a sinking feeling, I Google the address in California, and… yep. That must be where she lives now.
I call my agent and, as suspected, he has no idea how this has happened. He doesn’t show [Woman] on any paperwork I have. He calls customer support with me on the line.
My Agent: “We need to get this contact removed immediately.”
Customer Support Agent: “We cannot remove the contact until they are removed from the policy.”
My Agent: “They’re not on the policy. I have no idea how they got into the database, but it’s in error. They should never have been on this policy.”
Customer Support Agent: “You’ll need to have [Woman] contact us to confirm.”
My Agent: “…what? No. We need to talk to a supervisor.”
While we’re on hold, I explain to my agent what I’m freaking out about. Was mail regarding this policy sent to this secondary address? Has she had access to my policy or my personal information?
Then, we’re connected with a supervisor.
Supervisor: “Okay, I’m showing that when we upgraded the database, we merged your accounts. That’s what you’re seeing.”
Me: “What? I don’t have another account.”
Supervisor: “I’m showing a second automobile policy, started on [date almost thirty years ago].”
Me: “What? I didn’t have insurance then. That’s impossible!”
Supervisor: “Ah, I see, you were a secondary driver on that account. You probably forgot about it since you weren’t getting the bills.”
Me: “Wait… Secondary driver? Are you telling me this account was in [Woman]’s name?”
Supervisor: “Yes, that’s correct.”
Me: “I was added onto her insurance when I was sixteen and learning how to drive so that I’d be covered in case of an accident. This was my mother’s insurance.”
Supervisor: “It looks like she never took you off—”
My Agent: “You’re telling me you merged two completely different policies into one record, despite having different policy numbers, contact people, and billing information?”
Supervisor: “She was a secondary cont—”
Me: *Getting more upset* “No. No. I was an authorized driver. That was to cover me if I had an accident driving my mother’s car. It was never my policy. I got my own policy at eighteen, and she was never on mine. You merged our accounts?!”
Supervisor: “Ma’am, it wasn’t a stranger. It was your mother’s insurance. I’m sure she’d never misuse—”
Me: “I have an Order of Protection against her. I would be less worried if it was a stranger.”
Supervisor: “…”
My Agent: “I think we need to have a meeting. [My Name], you can hang up, and I promise I’ll keep you in the loop.”
In the end, it turns out that the accounts weren’t truly merged; some idiot somewhere just figured that if I was on my mom’s account, she should be listed SOMEWHERE on mine. And instead of using some sort of “Notes” field in their customer database, they added her to my contact information — or perhaps they did add some sort of note and some other idiot put it into my actual information. So, my information was safe after all. But the stress of how they handled it made me leave that company, that’s for sure