I work at an insurance call centre, but I’m sure this happens at all types of ccs. Client calls in wanting to make a change — this is the sole purpose of their call — and they don’t have any information. Example:
“Hi I’d like to change my address.”
Me “What’s the new address?”
“I don’t know, I’ll have to call back.”
This happens with vehicle substitutions where they have no idea what kind of car they’re buying and it’s crazy to me that someone would go through the hassle of calling their insurance company with no relevant information to the change they want completed.