CONTEXT: I’m currently a claims adjuster for a large auto insurance company, working in their call center. Obligatory on mobile warning. I got a call this week from an insured about a claim from February this year.
Me = Me, INSD = insured.
Me: How can I help you on this claim today?
INSD: You can lower the cost of repairs for the claim!
Me: I look at the claim, not only was it already paid out long ago, but the only payouts were for INSD’s own vehicle repairs and rental car. Did you mean the repairs made to your vehicle?
INSD: Yes! I want you to lower the cost to under $1000 so I don’t have to report it to the DMV!
Me: Let me just take a quick look at the payout on the claim I look at the payments on the claim.
The insured’s repairs totaled just over 1k, and that was at one of our partnered body shops, which means we already paid less for the repairs than if the insured had gone elsewhere. His insurance policy paid out the cost of repairs over the insured’s deductible, plus a few hundred for the rental.
Me: Looks like the claim, in which we were responsible for the damages, had a total cost of repairs as X amount. If you need it, I’d be more than happy to resend you a copy of the repair summary, which will show you line by line what work was done, and what the cost was.
INSD: I’ve already seen it! That shop charged you tax! $40 of the cost was tax! I want that taken off! I know I’m at fault for this, and I’m paying for it in my higher premium, but I shouldn’t have to have to report it to the DMV too!
Me: Unfortunately, I wouldn’t be able to remove the tax charged by the shop for the repairs. I don’t have any control over taxes, nor do I control the DMV. If you had paid out of pocket for the repairs, you would have been charged the tax too.
INSD: I KNOW YOU GUYS CAN CHANGE THE COST OF REPAIRS, SO F*CKING DO IT!
Me: INSD, I will disconnect this call if you continue to speak in that manner.
INSD: I’m sorry, but you need to fix this!
Me: As I already advised, I would not be able to. Even if I could, the total payout of the claim also includes the cost of the rental we provided you with.
INSD: I F*CKING PAID FOR THE RENTAL!
Me: I’m only advising you based on the payments issued on the claim.
INSD: I’M TIRED OF TALKING TO IDIOTS!
Insured hangs up
submitted by /u/Gerbilena