Tweet
Back in July, I was involved in a car crash. No-one was injuried, but my car had to be sold for scrap. Lucky for me, I was able to get a new car quickly and everything has been going great...
Well, scratch that. Everything has mostly gone ok, except for one thing:
Insurance.
I was insuranced, so no worries about that. The issue is with the excess I had to pay.
My insurance company rang me up and told me that I had to pay $2000 excess. However, I have Asperger's Syndrome, so discussing about all that paperwork mumbo-jumbo is still something I have difficulty with (communication in general, but I am improving). So, my mum has been helping me out with it. I gave her permission to speak on my behalf.
Now, problem number one:
Mum: How do we go about paying my son's excess? Do we have to fill out some forms?"
Insurance Person: "Oh, no you can just pay that all over the phone now."
Mum "Well... no... I would like a receipt for this transaction."
IP: "Oh... well... We don't have receipts for this kind of thing..."
Mum: "Well, I would like some documentation of this transaction please. It is for my records on my spendings and to file as well."
IP: "Well, we could send you a letter of excess."
Mum: "Excellent. That would be more than enough proof."
Now, here is some points to take in:
We are asking for written acknowledgment that a sum of money has been received and what that money has gone towards.
They wanted us to transfer 2000 dollars over the phone with no paper record or receipt.
We have not received any paperwork prior to this. This has all occured over the phone.
Anyway, we wait for the letter to arrive.
Fast forward to October.
Yes, that is correct... for 3 months, we haven't heard from them. No letter, no phone calls, no email.
I get a phone call and it is them. This time, I have to talk to them, as my mum was not home at the time.
However, I make clear a few things:
My mum has been taking care of these things.
I may not understand what they are talking about.
From what I gathered from them... it is like they dropped my info behind the table and they are only dealing with it now. In other words... it doesn't seem as if they have even touched my info since July.
So, they basically told me I need to pay the excess... but I tell them to send a letter of excess to us.
I later tell my mum that they rang up and she contacted them.
Problem number two:
When she went to confirm my details.
They got both my NAME and ADDRESS dead wrong.
After that got all corrected out, my mum FINALLY got an email them containing my excess.
On that email, my excess was 600 dollars. One day later, I got a letter, which contained the exact same excess ammount: 600 dollars.
My mum and I didn't know what to make of it... But we decided to pay the sum that was on the letter.
Why didn't we pay the 2000?
Because we have not received any documentation stating we had to pay the 2000 dollars. We have 2 pieces of proof that state we only need to pay 600.
A few days later, my mum gets a phone call...
Its them again.
IP: "Yeah, hi, we are ringing up about your excess. We have recieved it."
Mum: "Oh good."
IP: "However, you only have paid 600 dollars... you still owe us 1400 dollars."
From there, the IP really turned into... well, an accurate attitude would be compared to the sterotype check-out chick who does her nails, sighs a lot and drags words out longer than necessary.
"I'm sure YOU have made typos"
"You do know these phone calls are RECORDED right?"
"Your son seemed to understand us!" (I clearly stated my mum deals with this stuff, you idiot...)
My mum wouldn't have any of it.
For starters:
They didn't send us any offical documents telling us we owed them 2000 dollars.
They couldn't even send us a letter of excess.
They didn't get in contact with us until 3 months had past.
They got my name and address wrong (That part has me miffed the most...)
When they finally DO send us the documentation, it is only 600 dollars.
Also: I don't know about you guys... but typing 600 instead of 2000 (there are 3 numbers that seperate them. Decent space to notice that you hit the wrong number.) is a pretty damn big typo.
It is still going on. But we have proof that we only had to pay 600... it is the only thing they had bothered to send us.
Worse case, we will have to pay them the extra money (and they lose my family as a client).
Strangely, I'm not overly worried by this...
Just annoyed. I don't want to sound like an EW, but I don't feel like a valued customer.
Ah well... Melbourne trip coming up makes me happy.
Well, scratch that. Everything has mostly gone ok, except for one thing:
Insurance.
I was insuranced, so no worries about that. The issue is with the excess I had to pay.
My insurance company rang me up and told me that I had to pay $2000 excess. However, I have Asperger's Syndrome, so discussing about all that paperwork mumbo-jumbo is still something I have difficulty with (communication in general, but I am improving). So, my mum has been helping me out with it. I gave her permission to speak on my behalf.
Now, problem number one:
Mum: How do we go about paying my son's excess? Do we have to fill out some forms?"
Insurance Person: "Oh, no you can just pay that all over the phone now."
Mum "Well... no... I would like a receipt for this transaction."
IP: "Oh... well... We don't have receipts for this kind of thing..."
Mum: "Well, I would like some documentation of this transaction please. It is for my records on my spendings and to file as well."
IP: "Well, we could send you a letter of excess."
Mum: "Excellent. That would be more than enough proof."
Now, here is some points to take in:
We are asking for written acknowledgment that a sum of money has been received and what that money has gone towards.
They wanted us to transfer 2000 dollars over the phone with no paper record or receipt.
We have not received any paperwork prior to this. This has all occured over the phone.
Anyway, we wait for the letter to arrive.
Fast forward to October.
Yes, that is correct... for 3 months, we haven't heard from them. No letter, no phone calls, no email.
I get a phone call and it is them. This time, I have to talk to them, as my mum was not home at the time.
However, I make clear a few things:
My mum has been taking care of these things.
I may not understand what they are talking about.
From what I gathered from them... it is like they dropped my info behind the table and they are only dealing with it now. In other words... it doesn't seem as if they have even touched my info since July.
So, they basically told me I need to pay the excess... but I tell them to send a letter of excess to us.
I later tell my mum that they rang up and she contacted them.
Problem number two:
When she went to confirm my details.
They got both my NAME and ADDRESS dead wrong.
After that got all corrected out, my mum FINALLY got an email them containing my excess.
On that email, my excess was 600 dollars. One day later, I got a letter, which contained the exact same excess ammount: 600 dollars.
My mum and I didn't know what to make of it... But we decided to pay the sum that was on the letter.
Why didn't we pay the 2000?
Because we have not received any documentation stating we had to pay the 2000 dollars. We have 2 pieces of proof that state we only need to pay 600.
A few days later, my mum gets a phone call...
Its them again.
IP: "Yeah, hi, we are ringing up about your excess. We have recieved it."
Mum: "Oh good."
IP: "However, you only have paid 600 dollars... you still owe us 1400 dollars."
From there, the IP really turned into... well, an accurate attitude would be compared to the sterotype check-out chick who does her nails, sighs a lot and drags words out longer than necessary.
"I'm sure YOU have made typos"
"You do know these phone calls are RECORDED right?"
"Your son seemed to understand us!" (I clearly stated my mum deals with this stuff, you idiot...)
My mum wouldn't have any of it.
For starters:
They didn't send us any offical documents telling us we owed them 2000 dollars.
They couldn't even send us a letter of excess.
They didn't get in contact with us until 3 months had past.
They got my name and address wrong (That part has me miffed the most...)
When they finally DO send us the documentation, it is only 600 dollars.
Also: I don't know about you guys... but typing 600 instead of 2000 (there are 3 numbers that seperate them. Decent space to notice that you hit the wrong number.) is a pretty damn big typo.
It is still going on. But we have proof that we only had to pay 600... it is the only thing they had bothered to send us.
Worse case, we will have to pay them the extra money (and they lose my family as a client).
Strangely, I'm not overly worried by this...
Just annoyed. I don't want to sound like an EW, but I don't feel like a valued customer.
Ah well... Melbourne trip coming up makes me happy.
Comment