Thought I’d just share some of the crazy shit that will happen. I’ve got a couple calls about people doing crazy shit/being stupid all around.
Guy calls in and tells me that he ran off the side of the road and that he needs help. I immediately notice he’s calling in on an anonymous number, which means I’m gonna have to ask for his phone number verbally.
Me: What’s your policy number?
Him: I don’t have that.
Me: Phone number that could be listed on your policy?
Him: *Gives me a number
Me: Any other numbers?
This guy is seemingly completely absent from our records/system. I’m already thinking that maybe he has a different insurance company (you’d be amazed how many people will call us, even though they canceled their policy years ago). I try to search his policy through his name, zip code, etc. He gives me a name and there is a policy with that name and I ask for a DOB and he gives me like a DOB that would make him in his 50s. Make no mistake, this guy is VERY OBVIOUSLY a kid who can’t possibly be an adult. I try to get his driver license number and he tells me he doesn’t have that and that he has a learner permit. Finally, I go and ask for a social security number and he gives me a ten digit number…like what the fuck. I repeat it back like 5 different times and then tell him it’s 10 digits and he just goes “Yeah, that’s right.” Then I’m sitting there going, “Sir, a SSN is not 10 digits in any circumstance.” I still can’t find his policy number and he starts going on about how he ran off the side of the road and he’s still in his car and it flipped upside down. Great, now this is claims because his vehicle flipped. He asks me if he should leave the vehicle and I tell him that I would think he should get himself out. He then immediately tells me, “Ok, I did that.” And I go, “That quickly?” And he responds with, “Yeah.” Anyway, I try for like 5-10 more minutes to get his policy and I just can’t find it. During this time, I found a policy with “his” first and last name in a different location and ask for a DOB and he gives me a new DOB… I don’t like passing the buck, but I go ahead and transfer him to our claims department since he needs to speak with them anyway and I can’t find his shit. I tell the claims agent at this point that I’m pretty convinced it’s a prank call. I stay on the line for a moment and listen in and they ask him again for a DOB and he tells them ANOTHER different DOB than the two he already gave me.
But it doesn’t end here.
I have a pretty fucking amazing memory and call very clearly recall specific details about past events. I get a call the next day and notice it’s anonymous and this person put in the same number that I remembered yesterday. After doing my intro, it’s the same guy calling back in.
Me: Can I get your PN?
Him: Sure, but I’m locked in my car right now, do you think I should stay in it?
Me: Uh, you’re just locked in it. Like you can’t open it?
Him: Yeah, should I break the window?
Me: Sure if you feel the need to, I guess.
After playing this rodeo with him for like 5 minutes of trying to find his fake policy, I get my supervisor over. I had already told her yesterday I was pretty convinced it was a prank call and she brushed it off as maybe the guy was just nervous/not thinking clearly since he was involved in an accident. This time, though, she is on board with me and gets on the line and sorts this kid out.
A guy calls in and has a real policy and everything, but oddly enough it shows that he has been getting an incompleted tow set up every day for like the past month or month and a half and that all of the claims show they were never able to verify location. This is another prank caller who would just waste your time and wait until you get to the part where you’re going to verify his location and he goes “Oh, nevermind I got Triple A coming out, I don’t need you guys” and hangs up. He had been doing this every day for months now and on every other claim, it’s always listed as an unknown/incomplete location.
Me: Intro, I’ll have someone right out to you and I just have a few questions here (I usually pause after that and give them a moment to say something to make sure they are there).
Him: HURRY UP AND ASK THESE FUCKING GOD DAMNED QUESTIONS SO I CAN GET OFF THIS PHONE!
He basically screams every response he gives to me and the part that made this guy lose his shit even more than before was when I asked for the color of the vehicle.
Him: WHAT THE FUCK DO YOU NEED THE FUCKING COLOR OF MY CAR FOR, WHAT THE FUCK IS THIS, 20 FUCKING QUESTIONS OR SOME BULL SHIT?
Me: (At this point, I’ve about had it with this dude’s shit so I give him a pretty dick response) Yeah, well, you see, there’s just more than one Ford truck out there in the world and we want to let the tow company know which ford truck they should be looking for.
I finally find someone to come out and change this dick’s tire.
Me: Do you have any further questions for me?
Him: NO, HANG UP THE FUCKING LINE NOW.
Me: Ok, thank you-
Him: WHY ARE YOU STILL FUCKING TALKING? I SAID HANG UP YOU FUCKING IDIOT.
I get to the point in our system where I’m about to let him know if he has the coverage or not. That’s when I see a policy cancelation notice. I break the news to him.
Me: Yes, I always see here this is a canceled policy.
Him: A canceled policy?
Me: Yes, it has been non-renewed.
Him: Bla bla bla, you guys always renew it, etc. So you’re saying that I don’t have insurance and haven’t had insurance for two months now?
Me: Basically, yeah.
Him: (Starts arguing with me)
Me: Yeah, I understand your concerns, but I don’t really know all the information here. If you want to inquire about this, then you need to speak with CS and ask them about this.
I’m amazed at how many times I take calls from people who call the wrong insurance company or don’t even know that they no longer have a policy with us. I’ve had people who canceled their policy years ago call in without even realizing they don’t insure with us anymore. People call in who got canceled like 3 months ago and are surprised to hear they’ve been driving w/o insurance for 3 months now. Like for real? I feel like a cancelation notice for my insurance would be something that should be pretty fucking hard to miss.
Crazy people man.