I can’t be the only person this has happened to, but I briefly worked at a call centre dealing with insurance claims and this happened (paraphrasing to the best of my memory)
Me: answering script
Customer: yes this is about my claim regarding blah blah
Me: okay great, for security purposes can you please give me your full name, first line of your address and postcode please
Customer: excuse me?
Me: repeats myself
Customer: no way I’m not giving you my personal information, you should tell ME all of those questions so I know you are legitimate!
Me: I’m sorry but we can’t proceed any further with this call unless you answer the security questions
Customer: hangs up
I called back later that day and got through to her husband, who was happy to sort everything out!