Which one of us is suffering from C-R Inversion?

[goblue2539]

I work in insurance.  That means that the customer is unfortunately not always right, because we have to abide by state law and company regulations. 

I just got off the phone with a customer, and my office manager is still talking to the lady.  She came in on Jan 2, the day after a lovely holiday (ugh), said she wanted to make a payment, and she had a new car to cover.  So, I took her payment and changed cars for her.  She's now upset that we didn't read her mind enough to know that she had a new car because the old one had been gone for "months and months". 

My real question is, was I unreasonable in explaining to her that we could no longer "fix" it and she would still have to pay the bill?  I watched my tone, I used as many I/we statements as I could to not blame her (even though it's essentially her fault) and tried to sympathize with receiving an unexpected bill.  She still yelled at me, cussed me out, and said that we should've known she got rid of the car because she didn't pay her bill.  Sorry, but I hear so many reasons for not paying the bill that that particular one is NOT the first in my head. 

So, who's suffering the cranial-rectal inversion?  Her, for expecting us to be mind readers?  Or me, for expecting a customer to know that they need to tell the insurance company if they get rid of their car?

[ShadesOfGrey]

hehehe - I think you answered your own question in your post.

So, who's suffering the cranial-rectal inversion?  Her, for expecting us to be mind readers?  Or me, for expecting a customer to know that they need to tell the insurance company if they get rid of their car?

[Clara Bow]

Bu it's your JOOOOOOOOOOOBBBB to read her mind....you should have KNOOOOOOOOOOWWWWNNN that she wouldn't have two cars....you're just trying to screw her OOOOOOOOOOOVVVEEEEERRR....
Guess who spent ten years working with the public??
I think she's cracked. You did the right thing.

[Chocolate Cake]

Sounds like she's really disorganized with regard to her financial matters.  Nothing you can do about that.  I'm sorry she took it out on you.

[VorFemme]

This makes me so glad that I didn't work in sales or in the department that updated policies...........

I just got to take accident reports from our nut cases..........I mean our insured drivers.  

The universe knows THAT was interesting enough.

There was the pickup stolen (for the third time since they'd bought it) at 3 am in downtown (not a city known for 24 hour operation of all businesses) while the owner got a haircut..........he said.  The vehicle was recovered, for the third time.  I transferred the claim to the appropriate level after setting up the claim - but really - WHO gets their hair cut at three a.m.?

Not to mention the guy who filed ONE claim repair damage resulting from hail, a branch(?), vandalism, and an animal(?) - he only wanted to fix the car ONE time so why would he have to file four claims??  The damage adjuster who looked at the vehicle said there could have been up to five claims - some of the damage could have been from a minor fender-bender in a parking lot instead of the deer that was claimed. 

I make durned sure to call my insurance company when we sell, trade, or buy a vehicle - if she has the brains to drive - she should have the brains to take care of notifying her insurance company.  LOTS of people have more than one car!

[goblue2539]

I didn't think I was wrong, but I had to check.  I knew you ladies (and gents, if you're reading) would let me know.  I did finally have to tell her that we couldn't fix something we didn't know about, and that she was given coverage regardless of whether she needed it or not because she didn't tell us. 

I think what really got me is that with some other companies, not paying the bill does break the contract.  But, with this one, they try to give you every chance possible to carry on and carry all your discounts over.  I was trying to help by reinstating, not steal from her. 

Really long way to say thanks.   FWIW, Vorfemme, I'm actually glad I don't work claims.  The few times I've had to run interference with a customer were enough to send me out drinking that night.  So, you're my hero.

[Slartibartfast]

I think what really got me is that with some other companies, not paying the bill does break the contract.  But, with this one, they try to give you every chance possible to carry on and carry all your discounts over.

I was going to ask about that.  If it were me, I would have assumed any claims submitted while there was an overdue bill would be ignored - this may or may not be true, but if the insurance company would have rejected claims made for those months anyway, why should I have to pay after the fact when I knew my car wouldn't be covered?  If your company would have honored a claim even after she was behind, though, she should still owe you for it.  (Ethically, anyway - I can't speak to the legal requirements of insurance contracts!).

[VorFemme]

FWIW, Vorfemme, I'm actually glad I don't work claims.  The few times I've had to run interference with a customer were enough to send me out drinking that night.  So, you're my hero.

I quit that job in June 2002 - for a number of reasons that it would be TMI to go into now.  I miss some of the coworkers - but very durned few of the customers.

I did get quite good at Outlook - as I was working the internet help desk for claims for over two years..............and I can type more than 65 wpm!  Amazing, practise really does make a difference.

[Gigi]

C-R Inversion   May I borrow that? Please?

[Lauren]

Not to mention the guy who filed ONE claim repair damage resulting from hail, a branch(?), vandalism, and an animal(?) - he only wanted to fix the car ONE time so why would he have to file four claims?

*AAAAARHGHHHHH* I work glass replacement and we have a very strong relationship with the insurance companies. If a customer mentions during a booking that glass breakage happened at different times, we let them know that it will be two seperate claims. The ammount of people who chuck hissy fits at this is astounding. How can they not know how insurance works? Sometimes it is the fault of the insurance person (who will tell me its two claims but not inform the cust of that, letting me pass on the good news) but if two incidents happened three years apart, why do you think they'll be done on the same claim?

[goblue2539]

C-R Inversion   May I borrow that? Please?

Use it whenever you feel the need.  I know it's stopped me from using less polite words on quite a few occasions.

If your company would have honored a claim even after she was behind, though, she should still owe you for it. 

They would have, so long as it happened in her grace period.  How she got one as long as she did I couldn't say.  But, she did. 

How can they not know how insurance works?

Sometimes I don't think it's that they don't know, but that they don't realize how many other people know.  They think that if they can get the shop to agree to it they stick it to the company and get away with something.  They don't realize that we all talk to each other.  Also, keep in mind the number of people who hear what they want to hear, and not what they're told.  I've had a few people blast me because I told them they had a deductible.  Of course, the fact that I can find the original app to show they signed for it means nothing.

[Sirius]

I can't imagine not canceling my insurance if I get rid of a car.  When I bought the Geo Metro I currently have, I called the insurance agent.  It took him four tries to get it right, but by then I decided I had had enough and got a different agent.  (I put up with his incompetence years longer than I should have.  The Metro was just the last straw.)  At one point I was being billed for insurance on two Metros. 

[Twik]

Actually, where I live (home of the incredibly skyrocketing insurance rates), it's recommended that you keep your insurance even if you get rid of your car. If you eventually get a new one, if you've dropped your coverage, you're treated as a "new driver", and charged accordingly.

One woman I saw on the news had been without a car or insurance for two years. When she got a new car she was horrified to learn that the cheapest rate she could get in the city was $10,000 per year (and that was for bare minimum liability and collision). Even though she'd been driving for 20 years, she was a "new driver" to the insurance companies!

[goblue2539]

Actually, where I live (home of the incredibly skyrocketing insurance rates), it's recommended that you keep your insurance even if you get rid of your car. If you eventually get a new one, if you've dropped your coverage, you're treated as a "new driver", and charged accordingly.

Are you in MI at all?  Although, they do actually make allowances for new purchases, there are some discounts that can be carried over if we suspend the coverage instead of cancel it.  Kind of like putting the policy on pause, so you don't have to pay for it until you need it again.  Which is why we could have done something for her if she told us!

Thanks for sympathizing.  It helps me through the day a lot of times. 

[Twik]

Nope, not MI, ON.

I actually got to celebrate this year - my insurance costs dropped significantly below my car payments on a monthly basis.