There’s No Delay On Complaints

I work in the claims department for a life insurance company, taking claims over the phone. I honestly feel for all of my customers, but some people are convinced that we are actively trying to cheat them. I have some version of this conversation daily, after informing the customer that the claim is still being processed and reviewed.

Caller: “You should be ashamed of yourself! My uncle passed six months ago, and you still haven’t paid!”

Me: “I see in the notes that you returned the necessary paperwork last week.”

Caller: “I didn’t get the paperwork from my cousin until then! I can’t send what I don’t have!”

Me: “Unfortunately, we couldn’t process the paperwork until we received it. We have it now, and we will process your claim as quickly as we can.”