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Testy Is Not The Best Policy

| Working | October 14, 2012

(I work as a claims agent for a well-known insurance company. When people switch insurance companies and happen to have an accident within the first month of their new policy, it’s standard practice to contact their old company to verify coverages as a way to prevent fraud. Note: insurance companies protect your policy privacy like banks protect your account privacy, so no information can be released to anyone unless permission is given by the main account holder. After being transferred several times, I finally get to speak with the right person.)

Me: “Hello, this is [my name] calling from—”

Insurance Agent: “I know, they told me why you’re calling. I can’t talk to you.”

Me: “Excuse me?”

Insurance Agent: “I. Can’t. Talk. To. You.”

Me: “I’m sorry, I—”

Insurance Agent: “Look, I don’t know how you guys do it at [my company], but here, we can’t talk to you guys about customers’ policies. I don’t know why you thought you could call in to get that information, or why you’re confused as to why I can’t release it.”

Me: *stays silent*

Insurance Agent: “Hello?”

Me: “Sorry, I just wanted to make sure you got your rudeness out of the way before I conference in the customer on my back line. He used to have a policy with you guys, and he recently switched to our company. He’s been patiently waiting to speak with you so we can verify the information we need in order to take care of him.”

Insurance Agent: *speechless*

Me: “Also, I’ll be needing your direct extension at the end of our call. I’ll be contacting you on my break so you can personally cancel the homeowner’s policy I have through your company. Your attitude has inspired me to take my own business elsewhere. Please wait while I conference in [customer]…”

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