LogFAQs > #908172192

I do billing for an insurance company. It's pretty good work all things considered, however, people are weird.

1. Many people don't hang up their phones when they're finished with the call. On my part its actually better for me to let them hang up first, as it allows me to squeeze in a little extra after-call work. However, a lot of people just don't hang up AT ALL. The call would go on for several minutes if I didn't hang up after I finished up my work. Best part is, one of my coworkers had this same situation where she reinstated a policy after they attested to there being no accidents on their insured vehicle while the policy was in cancellation, then after not hanging up they discussed with their insurance agent how best to commit insurance fraud by filing a glass claim that occurred while their policy was in cancellation. Thank god for recorded calls. :D

2. People will request an interpretor for a call, then proceed to talk over the interpretor or yell at them. This shit boils my butter, because not only are we sticking our neck out paying good money for an interpretor for your benefit, but you're throwing negativity at someone who isn't even involved in your issue.

3. A substantial amount of people don't know that there is a ZIP code associated with their credit/debit card. I ask them, "What's the ZIP code for this card?" and they'll turn the card over and over and tell me "It doesn't have a ZIP code written on it". I would chalk this up to atypical ignorance but it has happened in some permutation several dozen times.

4. People frequently don't have access to their driver's license. For us Billing Reps, it's a useful secondary identification tool to find their policy (The license number, specifically). At first this didn't bug me much until I really thought to myself, "How often am I more than a room or two away from my driver's license?", and the answer is, basically never. I always have access to my driver's license, and I can't really fathom why someone wouldn't. People will also call to make a debit card payment but have no idea where their wallet is. That just makes me scratch my head.

5. If I ask someone if they'd like to put a phone number on file fior contact purposes, the most common response I get is, "I already have one on file". I'm just going to preface this by making it very clear, no one is going to ask for your phone number if we already have your phone number. There is a distinct implication in the statement that should immediately and uncontrovertably tell you, "We do not have a contact phone number for you on file". The real icing on the cake, however, is the self-assured smugness they have when they say it. It can be hard to avoid putting a little sardonic tone in my response to that sometimes.

There's probably more but that's all that comes to mind right now.
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