Caller : hi, one of your clients hit my car and I want to know if I can start repairs now
Me: let’s have a look! Do you have our claim number?
Caller : I have this case number (proceeds to read case number from collision report, not helpful)
Me: actually I was asking for our claim number. Have you started a claim with us?
Caller: do I have your claim number? (Her tone indicates that only I would have the answer)
Me: I could also look up the claim by our client’s policy number. Do you have that?
Caller : I have this (proceeds to read case number again)
Me: thank you but I’m asking for our client’s policy number.
Caller : my policy number? (Proceeds to give her policy number from another company, not helpful)
Me: no ma’am. I am asking for our client’s policy number. It should be on the collision report that you’re looking at.
Caller : oh, THEIR policy number!
Praise deity, she gave me the policy number and I was able to update her on the status of the claim.
submitted by /u/mermaidpaint
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