Usurping The Border

(I get a phone call from one of our client members.)

Member: “Hello, we’re here in Germany, at Rees, and our car broke down. Our membership number is [number].”

(I fill in the number. It shows a roadguard insurance for Netherlands only.)

Me: “I see you only have insurance for the Netherlands, sir. Is that right?”

Member: “Yes, but we are very close to the border. About twenty kilometres.”

(I look up the location.)

Me: “That’s true, yes. Hm… You’re still out of the country, but I might be able to do something. Can you hold, sir?”

Member: “Yes.”

(I go and talk to my superior about this.)

Me: “One of our members has broken down in Germany, very close to the border. But he only has an insurance policy for help in the Netherlands.”

Member: “Hm. There is a policy of sending out Dutch roadguard to certain German areas close to the border. But it really has to be the right area. You should call the inland department to ask them. If it’s the right zone, we could tow them to the Netherlands, out of courtesy.”

(Courtesy indeed, since they officially have no policy for help in foreign countries. I call the inland department, and tell the story.)

Colleague: “I’m sorry. I can’t put the location through. They’re clearly in the wrong zone.”

Me: “All right, then. At least we tried. Thank you.”

(I go back to the client, who is still on hold.)

Me: “Sir, I’m sorry, but it turns out we can’t send out a Dutch road guard over there, due to legal jurisdictions and everything. The only thing I can do is text you the phone number of the German road guard. That way, you could at least receive some help.”

Member: “And we have to pay for that ourselves?”

Me: “Yes, sir. I’m very sorry, but your insurance does not cover for help on foreign soil. But I’ll be texting you the phone number of the German road guard.”

Member: “Well, I think I won’t use it. I’ll just contact a local towing company. I mean, it’s all good that you usurp all these bureaucratic rules, but to be honest, I’m quite fed up with this! We’ve been members for years, and this is no service!”

(I’m still not quite sure what he meant with us “usurping” rules. Later I recount the story to another coworker.)

Coworker: “I don’t get the man. Either you have an insurance or not. If you don’t have a fire insurance and your house burns down, you won’t go to your health insurance, will you?”

(I’m still quite amazed that he blamed us for not being insured himself. And that, with all the effort I put in it, he still acted as if I hadn’t done anything.)