Just a few little pointers from someone who works in an insurance company call center.
1. If you have a claim and are calling to follow up on the status, please at least know your name. If you know your claim number and/or policy number, that’s a bonus.
2. If you file a claim at 8:00 a.m. don’t expect to have a Claim Rep call you back by 8:30; it doesn’t work that way. As much as you may think your claim is the only one in the world, it really isn’t. There are at least 50 people in front of you. Deal with it.
3. Don’t complain to me that so-and-so won’t call you back. I look up your claim, find out who is working it and transfer you. What happens after that is out of my hands.
4. Don’t think just because you have reached a live voice that I’m going to automatically know EXACTLY what you are talking about. I’m a call center rep–basically an operator with a little more skill. I don’t know what your deductible is or how much you get for rental. Yes, I can look the info up; however, I’m not allowed to give you that information. I can’t even tell you your policy number.
5. If you call and ask to speak to “John”, please have “John”’s last name. This is a HUGE insurance company and there are a LOT of “John”s that work here! If you don’t have his last name, be prepared to give me your name, claim number or policy number.
6. Don’t get all pissed off at me if I can’t find your claim; you probably gave me a wrong number
7. Don’t get pissed off at me if you give me a policy number and I tell you “that’s not one of our policy numbers”. Our policy numbers don’t have ten digits and a letter at the end.
8. Although I’m sure the tree that fell into your garage has caused a big nuisance for you, don’t expect anyone to come out INSTANTLY and assess your damage. It really does NOT work that way.
9. Don’t expect your policy to have “towing” as one of the options. If you break down because your car is an old piece of shit, why do you think it’s your insurance company’s responsibility to tow your car somewhere to be repaired? We’ll only tow you if you get into an accident; and it’s not part of your policy. You have to pay out of pocket and get reimbursed. My suggestion: Get AAA
10. If you call us to file a petty claim for that precious $1,500 diamond ring you lost during your vacation to Bora Bora, try to remember the millions of individuals who still suffer in Myanmar. What they would do for a simple diamond ring…
bunchesofos