[ad_1]
Sure Sir, let me do that for you, but only because you are screaming at me. GAWD!! Let me start by saying I am NOT an insurance agent. I file glass claims. That is it.
Yesterday a gentleman (and I use this term loosely) called in. He had an existing glass claim in our system, but the claim showed he had no coverage for the incident. As he is talking to me, I can hear another man in the background feeding him words. Seriously, instead of telling someone what to say get on the phone yourself, am I right??
Apparently this dude’s insurance ‘canceled his policy’. I have no idea why. I can’t see his policy. Privacy laws.
The first guy on the phone tells me the Insurance Company (IC) transferred him to us. He said he was told WE need to reinstate his policy, and then retroactively file the glass claim so he is covered. I explained to him we are not policy services. The claim was filed and denied for lack of coverage. He insisted IC transferred him to us and said we are supposed to do these things. His voice pitch changed and he was getting stressed. In my best Customer Service voice I expressed empathy for the situation but reiterated he needed Policy Services first. He finally says I need to speak to Mr Head Honcho, aka the man in the background.
This man is the main policy holder and he came on the line with both guns blazing, and began to scream at me the same stuff the other guy already said. I explained again what needed to be done, and he let lose a string of expletives and began to verbally abuse me.
Honestly, we do not get paid enough to be screamed and cussed at. Can I get an Amen??
I assured Mr Head Honcho I wanted to help him but there was no way at all I could reinstate his policy. I am not an agent. I couldn’t do it, even if I wanted to. I asked him to please refrain from the verbal abuse and to keep things professional, as I myself was treating him with kindness and professionalism. I explained I would get Policy Services from his IC on the phone and explain the situation.
I reached them, apologized in advance for the person I was going to bring on the line. I introduced him to the call a moment later, and hung up. I feel so sorry for that girl who got his call.
I checked back today on his claim and it is the same as it was yesterday. For all his screaming and profanity, he got nowhere. I’m sorry for your issue dude, but don’t treat us like crap.
[ad_2]
