Health insurance dumb customers

[tilly101]

Hiiii everybody

Lonnnng time reader, 1st time poster! I work in a call centre in health insurance, so like oh so many of you, day in day out, I continue to be amazed at the stupidity of mankind

To kick me off I thought I would dip into some of the recounts I've save [as there are ohhh so many...thinking about them all hutrs my brain, writing it all done eases the pain a bit by venting


SC- "Hi, I had a missed call and a message to call here"
Me - "Ok, may I please start with your memebrship number?"
SC - "I don't have one, I'm not a member"
Me - "Oh ok, usually we would only be contacting our members. Hmm, let's see. What was the name of the person who left the message? I'll see if I can get a hold of them for you"
SC - "They didn't leave their name. They just said to call, I don't know why"
Me - "Oh....kay. Hmmm, this is a bit unusual I must admit, as mentioned we only normally contact existing members, and our staff are always quite careful in ensuring they leave their name and their extension. May I please get your name so I can ask on my end who it was that called you?"
SC - "YOU called ME!"
Me - "I understand, but without any information handy I need to try and locate who it was that called you adn why so that we are able to assist"
SC - "It was probably about my payments, I'm a bit behind"
Me - "Oh...kay. So, just to clarify, you were saying before you weren't actually a member, so can I just confirm what payment it is you would be referring to?"
SC - "Did you want my membership number, would that help? Tracey said to call about my payments, are you gonna help me or not, YOU people called ME!"
Me -

__________________________________________________ _____

Me - "Welcome to Health Insurance Inc, how may I help you?"
SC - "Is this Health Insurance Inc?"
Me - "Yes, this is Health Insurance Inc. How can I help?"
SC - "Health Insurance Inc?"
Me - "Yes. Health Insurance Inc."
SC - "Right. I have a policy."
***silence***
Me - "Ok, how could I help with that today?"
SC - "I'm not sure, but have I called Health Insurance Inc?"
Me - "Yes. Yes you have."
SC - "Health Insurance Inc?"
Me - "Health Insurance Inc"
SC - "Yes?"
Me - "Yes."
SC - "I lost my keys. I have to go"
***click***

__________________________________________________ ________

Me - "Welcome to Health Insurance Inc, how may I...."
***interrupting me***
SC - "You people stuffed up my payments! You took out too much! You WILL get this fixed RIGHT NOW! How DARE you steal money from me!"
Me - "Okay... what was your membership number, I'll bring up your payments and have a look at what's happened and what we can do for you"
SC - "You people STOLE from me is what happened! Give me my f**king money back!"
Me - "I need to look at your policy before I can do anything..."
SC - "It's 2993810!"
Me - "Ok. Okay, so I can see here we took out $200..."
SC - "I pay $100 a month! Give me back the other $100 that you people STOLE!"
Me - "You upgraded to a higher level of cover recently, the new premium is $200 a month"
SC - "I KNOW I upgraded, but I pay $100 a month! Are you stupid or something?"
Me - "Um... well no, no I'm not. When you upgrade you level of cover, the price goes up...."
***interrupting me***
SC - "WHAT?! No-one told me that! And that makes no sense, that is bullsh*t! WHY would the price go up just because I upgrade my cover?!"
Me - "It states here that we advised of the new rate prior to putting through thebupgrade and you agreed to it, it would have also been sent out in writing..."
SC - "Well yeah I KNOW the girl told me it would be more, but I thought she was just joking! Why the f**k would it cost me more to have a higher level of cover?! You people are rip-offs!"
Me - "Well, you are now receiving more, and higher, benefits back. To receive more back, you have to pay more"
SC- "That's bullsh*t. I'm going to go to the MEDIA and REPORT you people! what do you think about that huh!"
Me - "Yes, you do that ma'am. if you would like to complain to the media about having to pay a higher rate to receive a higher service, then by all means, go for it. Good luck with that"
SC - "I'm going to take you people DOWN! HAHAHAHAHAHAH!"
*CLICK*

___________________________________________

[RealUnimportant]

SC - "Well yeah I KNOW the girl told me it would be more, but I thought she was just joking! Why the f**k would it cost me more to have a higher level of cover?! You people are rip-offs!"

I think my brain just exploded...

[thansal]

Likely the last one wasn't serious. Instead they are one of those idiots who has been told that if you bitch at a CSR enough they will cave to your every whim (because it works all to often). Only problem? They aren't smart enough to come up with even QUASI-Rational arguments.

[Crossbow]

Me - "Welcome to Health Insurance Inc, how may I help you?"
SC - "Is this Health Insurance Inc?"
Me - "Yes, this is Health Insurance Inc. How can I help?"
SC - "Health Insurance Inc?"
Me - "Yes. Health Insurance Inc."
SC - "Right. I have a policy."
***silence***
Me - "Ok, how could I help with that today?"
SC - "I'm not sure, but have I called Health Insurance Inc?"
Me - "Yes. Yes you have."
SC - "Health Insurance Inc?"
Me - "Health Insurance Inc"
SC - "Yes?"
Me - "Yes."
SC - "I lost my keys. I have to go"
***click***

WTF???? Now I'm mentally derailed for the rest of the day.

[Kaibutsu]

SC- "That's bullsh*t. I'm going to go to the MEDIA and REPORT you people! what do you think about that huh!"
Me - "Yes, you do that ma'am. if you would like to complain to the media about having to pay a higher rate to receive a higher service, then by all means, go for it. Good luck with that"

Most excellent rebuttal.
You deserve a cookie, bacon, a bacon cookie and rum for that.

[nuthing12]

I like the middle one best. Clearly his meds aren't working the way they're supposed to

[Andara Bledin]

I like the middle one best. Clearly his meds aren't working the way they're supposed to

I think all three of them need new, stronger meds.

Though, if I had a job with that degree of crazy coming in, I'd likely enjoy the opportunity to document it for the amusement of the internets.

^-.-^

[HappyFun Ball]

Most excellent rebuttal.
You deserve a cookie, bacon, a bacon cookie and rum for that.

I made bacon chocolate chip cookies once, theywere pretty good.

Welcome to

[Geek King]

SC - "I lost my keys. I have to go"
***click***

Might I suggest looking near your marbles? I find lost things often clump together.

[foxytales]

tilly--I think we work for the same company..lol...i just work in the provider services.
I get calls like those alll the time, especially when I worked in Individual Products! (when we still had member/provider services combined)

[thehuckster]

I like the middle one best. Clearly his meds aren't working the way they're supposed to

Well, he should talk to his health insurance provider about that, then!

Oh... wait a minute...

[Ironclad Alibi]

SC - "Why the f**k would it cost me more to have a higher level of cover?!"

Can I use this line of reasoning on my next trip to McFeedbag?

I want to supersize my meal, but I shouldn't have to pay a higher price.

[CrazedClerkthe2nd]

Me - "Welcome to Health Insurance Inc, how may I...."
***interrupting me***
SC - "You people stuffed up my payments! You took out too much! You WILL get this fixed RIGHT NOW! How DARE you steal money from me!"
Me - "Okay... what was your membership number, I'll bring up your payments and have a look at what's happened and what we can do for you"
SC - "You people STOLE from me is what happened! Give me my f**king money back!"
Me - "I need to look at your policy before I can do anything..."
SC - "It's 2993810!"
Me - "Ok. Okay, so I can see here we took out $200..."
SC - "I pay $100 a month! Give me back the other $100 that you people STOLE!"
Me - "You upgraded to a higher level of cover recently, the new premium is $200 a month"
SC - "I KNOW I upgraded, but I pay $100 a month! Are you stupid or something?"
Me - "Um... well no, no I'm not. When you upgrade you level of cover, the price goes up...."
***interrupting me***
SC - "WHAT?! No-one told me that! And that makes no sense, that is bullsh*t! WHY would the price go up just because I upgrade my cover?!"
Me - "It states here that we advised of the new rate prior to putting through thebupgrade and you agreed to it, it would have also been sent out in writing..."
SC - "Well yeah I KNOW the girl told me it would be more, but I thought she was just joking! Why the f**k would it cost me more to have a higher level of cover?! You people are rip-offs!"
Me - "Well, you are now receiving more, and higher, benefits back. To receive more back, you have to pay more"
SC- "That's bullsh*t. I'm going to go to the MEDIA and REPORT you people! what do you think about that huh!"
Me - "Yes, you do that ma'am. if you would like to complain to the media about having to pay a higher rate to receive a higher service, then by all means, go for it. Good luck with that"
SC - "I'm going to take you people DOWN! HAHAHAHAHAHAH!"
*CLICK*

Memories....Terrible horrid memories of call center SCs...just like this one. I will never ever forget how happy I was the day I got out of that job. My fiance and I even went out to celebrate after.

[CaroPhoenix]

Most excellent rebuttal.
You deserve a cookie, bacon, a bacon cookie and rum for that.

Okay ... Please, put me down ... gently, gently!

I will visit as many people as I can. But there is only one of me. It might take a while.

[Stryker One]

Hiiii everybody

Sorry, couldn't resist.

SC - "I lost my keys. I have to go"
***click***

I believe that may be the least of your problems.