I do technical support for an insurance company. We have a website where policyholders can check their coverage, make claims, check existing claims, etc, and I take calls from them when the website doesn't act like it should. However, I don't have access to any policy information. I can look up their user id for the website, and reset their password, but I can't tell them how much coverage they have, check on the status of a claim, or any other policy specific stuff.
Me: *Company* helpdesk, me speaking
Customer: Hi, I made a claim on the website yesterday, but it hasn't updated yet. Can you look to see if it went through?
Me: Unfortunately I don't have access to look up claims. Did you get any kind of error when you submitted the claim?
Customer: No errors, but I got a confirmation number. It's 12345
Me: If you got a confirmation number, then it should have gone through. Usually it takes 48 hours for the website to update new claims information.
Customer: Can you just check? The confirmation number is 12345.
Me: I'm sorry, but I don't have access to claims information so I can't look that up. If you give me your policy # though, I can transfer you to your agent, and they can look it up for you.
Customer: Ok, the policy # is 54321. And can you check to see if the claim is in the system? The confirmation number is 12345.
Me: I'm sorry, but I can't look that up for you. I don't have access to look up claims. I have your agent's information pulled up here, though, and I can transfer you over to her now so she can look it up for you.
Customer: Great thanks. Oh hey, before you transfer me, can you pull up this old claim and let me know if it's been closed? The claim number is 98765.
Me: *sigh* I'm sorry, but I can't look up ANY claims information. You agent should be able to help you with that. I'll transfer you over to her now. Have a nice day.
Me: *Company* helpdesk, me speaking
Customer: Hi, I made a claim on the website yesterday, but it hasn't updated yet. Can you look to see if it went through?
Me: Unfortunately I don't have access to look up claims. Did you get any kind of error when you submitted the claim?
Customer: No errors, but I got a confirmation number. It's 12345
Me: If you got a confirmation number, then it should have gone through. Usually it takes 48 hours for the website to update new claims information.
Customer: Can you just check? The confirmation number is 12345.
Me: I'm sorry, but I don't have access to claims information so I can't look that up. If you give me your policy # though, I can transfer you to your agent, and they can look it up for you.
Customer: Ok, the policy # is 54321. And can you check to see if the claim is in the system? The confirmation number is 12345.
Me: I'm sorry, but I can't look that up for you. I don't have access to look up claims. I have your agent's information pulled up here, though, and I can transfer you over to her now so she can look it up for you.
Customer: Great thanks. Oh hey, before you transfer me, can you pull up this old claim and let me know if it's been closed? The claim number is 98765.
Me: *sigh* I'm sorry, but I can't look up ANY claims information. You agent should be able to help you with that. I'll transfer you over to her now. Have a nice day.
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