[ad_1]
While working at my insurance job (I’ve submitted a few stories now) I worked in sales and service but as a way to find out what the other half of the business did I went to sit in on a few claims calls.
One of the first ones we took went a little like this:
Background info: This takes place at around 11am
Claims Handler (CH): Hello welcome to (insurance company) my name is CH how can I help you?
Customer (C): Hi I need to report my phone as damaged. My son dropped it on the way to school this morning and the screen is unusable.
CH: I’m sorry to hear that let me bring up your policy and we can get this sorted (takes policy number)
Hmm that isn’t bringing anything up for me.
(Tries a few more times)
Okay I can’t find that policy number can I place you on a hold and I will call through to the Servicing side and get them to confirm the policy cover and I will be back with you.
C: no problem
CH: (puts her on hold and calls servicing)
Servicing handler (SH): hello servicing my name is SH
CH: Hi can you confirm the cover for this policy number (gives policy number)
SH: hmm they have contents only cover with Accidental Damage included
CH: perfect. Is the policy paid to date?
SH: they haven’t had a chance to it was only taken out at 10am
CH: What? Okay let me go back to the customer and ask them some questions. Thanks for your help.
(Hangs up with servicing and goes back to C)
Sorry to keep you waiting can I ask some questions about the damage?
C: no problem
CH: what time did the damage occur?
C: on the way to school this morning so about 9am
CH: okay so unfortunately we cannot cover this damage as it occurred before you took out the cover.
C: what do you mean?
CH: well the damage was at 9am and the policy was taken out at 10am
We don’t cover for pre-existing damage.
C: you can see the time I took out the policy?
CH: yes
C: shit (hangs up)
Apparently they get at least 1 call a day like that!
[ad_2]
