Their Services Days Are Numbered, Part 2

(I work at a well known auto insurance company helping customers update their policies over the phone. We get a lot of customers that let their policy cancel and call in to restart it, usually at a higher price.)

Customer: “Yeah, I want to know why my policy cancelled and you didn’t notify me.”

Me: “I’m sorry, sir, let me take a look. It looks like we mailed out a notice on [date] that it would cancel on [future date].”

Customer: “Well, I didn’t get it. You didn’t notify me.”

Me: “We did our best to notify you, sir.”

Customer: “Did you try to call me?”

Me: “We have [phone number]. Is that right?”

Customer: “No!” *getting noticeably angrier* “I have a new number, it is—”

Me: “Just to make sure everything else is up to date; we also have your address as [address].”

Customer: “No! You don’t have my new address? How come you don’t have my new address?!”

Me: “I apologize, sir; it is up to you to notify us of any change. Otherwise we don’t know.”

Customer: “Well, I don’t feel like I should be penalized since you guys didn’t have my correct address.”

(After multiple attempts to logically explain that we do not have any way of knowing you moved unless you tell us or update it online — we have one of the top rated user friendly insurance sites, which, by the way, you can also make payment on — I gave up and let him continue to rant for several more minutes as I restarted his policy.)