That Is Not My Job!

, , , , , , , | Working | May 25, 2020

During a storm, a large piece of ice falls off the roof of our house, damaging the windshield and roof of my car. This happens on a Saturday night.

I call my insurance company to file my claim and get referred to a body shop. The shop they send me to is one of their approved/preferred partners. Part of my policy also covers a rental vehicle.

Monday morning, I have to work, so my mom drops the car off for me at the body shop. They ask her if she would like to pick up the rental car at that time. She says no, which is correct. The next day, the agent handling my claim calls to get more details about the incident and follow up.

He asks if I’ve sent the car to the shop yet and if I’ve gotten the rental car. I say yes, the car is at the shop, but because I have a work truck during the week, I am waiting until Friday afternoon to get the rental car. He says that’s no problem; I should just give the body shop a little notice and they’ll arrange it on the day I want to pick it up.

Fast forward to Friday. I get off work around 1:00 pm. I call the body shop to arrange the rental car as instructed. The woman that answers says I have to call the car rental company directly. Okay, no problem. That’s not what I was told, but maybe I misunderstood.

I call the rental company, and the gentleman gets me set up with no issues. That is, until he asks me for a reservation number that my insurance company should have given me. I explain that I never got one. He says that’s okay, I can still go get the car, but I should try to get the number before I get there.

As I’m leaving to walk over to the rental place, I call my insurance company to explain. I’m lucky enough to speak to the same agent that’s handling my claim — I called his direct line first but he was on another call.

I go over what just transpired and request the reservation number from him. He pauses for a moment and I can tell he’s frustrated. 

He says, “Really?! That’s part of their job! They’re one of our approved shops. They should have set that up for you. One moment, please.”

He puts me on hold for a few minutes. When he comes back to me, I’m about a minute away from the car rental place.

“I’ve set you up with a proper rental; your reservation number is [number],” the agent explains. “It may take a few minutes for it to show up in their system but it will be ready for you today. I’ve also sent an email to my superiors about this. It shouldn’t have happened. I’m sorry for the inconvenience and thank you for your patience.”

I tell him, “No, thank you for helping me sort this out. I’m sorry if I made it harder for you by trying to set up my own rental.”

“Not at all! You didn’t do anything wrong,” the agent says. “They shouldn’t have had you do that.”

We finish the call just as I walk into the car rental place. My rental car is already pulled out and waiting for me, and the staff there can’t have been more pleasant. I just wish the process had been easier.

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