Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "*SIGH*"
Me - "Hello? This is Health Insurance Inc, can I help?"
Stupid Customer - "*SIGH*"
*silence*
Me - "Hello, is there anybody there? Hello?"
Stupid Customer - "*SIGH* Yes! Hello!"
*silence*
Me - "Er....yes? Hello? Hello, how can I help?"
Stupid Customer - "*SIGH!* I'll tell you right now, the service your company provides is appalling, and it just keeps getting worse. Do you know how much time I end up having to waste every time I call and then have to EXPLAIN why I'm calling?"
Me - "Oh...okay sir. Well, I mean, for an operator to be able to assist you, we do need to ask how we can actually help you. Just so we know what your enquiry is?"
Stupid Customer - "Yes, exactly! And that's the problem! I have to then explain everything to you people! I pay enough in premiums every month to not have to do that!"
Me - "I'm...sorry sir. I'm not quite sure I understand. A person does of course need to ask how they can help you so they can proceed. In any case, how could I actually assist you today?"
Stupid Customer - "SEE! SEE! This is EXACTLY what I'm talking about! 'How can I assist you', you say. Well, I pay you people $160 every month. For that amount of money, you should KNOW why I'm calling! I shouldn't have to waste my breath explaining a damn thing! I'm so SICK of you people wasting my time, when I call, you should KNOW why I'm calling, I shouldn't have to explain anything!"
*CLICK*, as he then hangs up
Sir, it is going to cost a hell of a lot more than $160 a month for us to employ the services of a legitimate psychic.
Thursday, 10 November 2011
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer, in a very stuck up tone - "Yes yes, look, you might want to just get a manager right away because I doubt an unqualified phone monkey such as yourself will be able to sort this one out for me"
Me - "I'm sorry sir, our managers do not take direct transfers like this, we are required to try and resolve your query first before they will step in. What seems to be the problem sir?"
Stupid Customer - "*SIGH* Well the problem my dear is that I just went to the dentist and my card would not swipe. I have a Premier account with you people and I find this entirely unacceptable! I demand my dental rebate be paid into my account immediately, and I will also be seeking compensation over this abomination!"
*NOTE - there is no such thing as a 'Premier account' with our fund*
Me - "Okay sir, I'll just bring up your policy and take a look"
*I bring up his policy, roll my eyes, and go back to the guy...*
Me - "Ok sir, so basically all that's happened here is that you haven't paid your policy in 4 months. Once it has been paid up to date you will be able to go back to claiming"
Stupid Customer - "WHAT! Excuse me! I believe this is when you need to go and get a manager, you incompetent minion!"
Me - "I'm sorry sir but this is not a matter that requires a managers intervention. We have numerous notes here stating that not only did we send letters advising of the overdue amount, but we made several phone calls to you. The notes here state that each time we called, you abused the operator and then hung up on them. As mentioned, to be able to start claiming again you just need to pay the outstanding amount"
Stupid Customer - "Where's that manager I just requested?! Are you deaf, little girl? I have a PREMIER ACCOUNT! Do you not know who I am?!"
Me - "I do apologise sir but we do not actually have 'Premier accounts'. As it relates to claiming, you are required to pay to keep your policy up to date like every other customer"
Stupid Customer - "That rubbish does not apply to me! You are incompetent!"
*NOTE - I'm going through his policy all this time, trying to find out if he really is someone 'important', for example, someone on a corporate account etc.
But nope. Nothing. He has a standard run of the mill policy, and the notes reveal he is nothing more than a serial complainer, and an abusive, arrogant and rude one at that*
Me - "Ok sir, I've just gone through the notes on your policy. You are on a standard hospital and dental package, there are no notes to suggest you have a personal account manager. The notes that we do have outline that you have been advised many times that your account is overdue, and that that balance is payable before you are able to claim anything else. Would you like me to transfer you to our accounts department and they can take that payment for you?"
Stupid Customer - "You listen here and you listen good young lady. I won't stand for this rubbish. I'm above you and people like you. You're nothing, you hear me? You're right at the bottom of the food chain. I tred on maggots like you. If I walked past you in the street, I would spit on you. You're so pathetic that I have no doubt you failed to pass basic elementary school. I have a pet dog who is more intelligent than you are. I'll have you know that I know exactly where your offices are located, and I have your name now. Before too long, you won't make it home one night, you hear me? I'll be out waiting for you and ...."
*As he rambles on, I click a few buttons on my end...*
Me - "Sorry to inject here sir, but I do have other customers waiting to get through. I just need to inform you that your account has now been terminated in line with our policy relating to abuse and treats made against staff. You'll be sent a letter confirming this in writing, please refer to Section 46 and 48 should you wish to read this Policy in detail"
Stupid Customer - "WHAT! Excuse me! I'll have you know..."
*My time to interrup...*
Me - "Thanks for calling sir, you have a lovely afternoon!"
*CLICK*
SERIOUSLY people.
What possesses any human being to think that they can call in and speak to someone like that, and now have to suffer any consequence?
I don't mind so much the idiotic 'insults', frankly, they make you seem more like a boy than a man. I mean, really, b*tch, is that the best you got? Pft. Pft I say.
But once you step it up a notch an start making actual threats to my safety and wellbeing...well der klunk, Einstein. Waddya think was gunna happen?
Stupid Customer, in a very stuck up tone - "Yes yes, look, you might want to just get a manager right away because I doubt an unqualified phone monkey such as yourself will be able to sort this one out for me"
Me - "I'm sorry sir, our managers do not take direct transfers like this, we are required to try and resolve your query first before they will step in. What seems to be the problem sir?"
Stupid Customer - "*SIGH* Well the problem my dear is that I just went to the dentist and my card would not swipe. I have a Premier account with you people and I find this entirely unacceptable! I demand my dental rebate be paid into my account immediately, and I will also be seeking compensation over this abomination!"
*NOTE - there is no such thing as a 'Premier account' with our fund*
Me - "Okay sir, I'll just bring up your policy and take a look"
*I bring up his policy, roll my eyes, and go back to the guy...*
Me - "Ok sir, so basically all that's happened here is that you haven't paid your policy in 4 months. Once it has been paid up to date you will be able to go back to claiming"
Stupid Customer - "WHAT! Excuse me! I believe this is when you need to go and get a manager, you incompetent minion!"
Me - "I'm sorry sir but this is not a matter that requires a managers intervention. We have numerous notes here stating that not only did we send letters advising of the overdue amount, but we made several phone calls to you. The notes here state that each time we called, you abused the operator and then hung up on them. As mentioned, to be able to start claiming again you just need to pay the outstanding amount"
Stupid Customer - "Where's that manager I just requested?! Are you deaf, little girl? I have a PREMIER ACCOUNT! Do you not know who I am?!"
Me - "I do apologise sir but we do not actually have 'Premier accounts'. As it relates to claiming, you are required to pay to keep your policy up to date like every other customer"
Stupid Customer - "That rubbish does not apply to me! You are incompetent!"
*NOTE - I'm going through his policy all this time, trying to find out if he really is someone 'important', for example, someone on a corporate account etc.
But nope. Nothing. He has a standard run of the mill policy, and the notes reveal he is nothing more than a serial complainer, and an abusive, arrogant and rude one at that*
Me - "Ok sir, I've just gone through the notes on your policy. You are on a standard hospital and dental package, there are no notes to suggest you have a personal account manager. The notes that we do have outline that you have been advised many times that your account is overdue, and that that balance is payable before you are able to claim anything else. Would you like me to transfer you to our accounts department and they can take that payment for you?"
Stupid Customer - "You listen here and you listen good young lady. I won't stand for this rubbish. I'm above you and people like you. You're nothing, you hear me? You're right at the bottom of the food chain. I tred on maggots like you. If I walked past you in the street, I would spit on you. You're so pathetic that I have no doubt you failed to pass basic elementary school. I have a pet dog who is more intelligent than you are. I'll have you know that I know exactly where your offices are located, and I have your name now. Before too long, you won't make it home one night, you hear me? I'll be out waiting for you and ...."
*As he rambles on, I click a few buttons on my end...*
Me - "Sorry to inject here sir, but I do have other customers waiting to get through. I just need to inform you that your account has now been terminated in line with our policy relating to abuse and treats made against staff. You'll be sent a letter confirming this in writing, please refer to Section 46 and 48 should you wish to read this Policy in detail"
Stupid Customer - "WHAT! Excuse me! I'll have you know..."
*My time to interrup...*
Me - "Thanks for calling sir, you have a lovely afternoon!"
*CLICK*
SERIOUSLY people.
What possesses any human being to think that they can call in and speak to someone like that, and now have to suffer any consequence?
I don't mind so much the idiotic 'insults', frankly, they make you seem more like a boy than a man. I mean, really, b*tch, is that the best you got? Pft. Pft I say.
But once you step it up a notch an start making actual threats to my safety and wellbeing...well der klunk, Einstein. Waddya think was gunna happen?
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "................."
*silence*
Me - "Hello? You've come through to Health Insurance Inc?"
Stupid Customer - "............."
*silence again, though can hear talking in the background*
Stupid Customer, to someone in the background - "Their automated system is getting more and more retarded, f*cking idiots!"
Me - "Uh, hello? Ma'am? This is not an automated system. I'm a real person. How can I help you today?"
Stupid Customer, again to person in background - "I can't believe the nerve if them! Now they got them computers programmed to pick up on our speech and then they're smarta*ses back!"
Me - "Hello, ma'am? Again I assure you I am not a robot or an automated system, I'm a real person at a desk in [location]. How can I help you today"
Stupid Customer, now yelling at me - "F*CK YOU AND YOUR F*CKING RUDE F*CKING COMPUTERS! F*CK! IS IT TOO MUCH TO WANT TO JUST SPEAK TO AN ACTUAL F*CKING PERSON FOR ONCE, HUH?! I HOPE THIS LINE IS RECORDED SO YOU BIG F*CKING BOSSES KNOW THAT I'M F*CKING FURIOUS WITH THE F*CKING COMPUTERS YOU GO THERE AND NEXT TIME I BETTER BE SPEAKING TO A REAL F*CKING PERSON!"
*CLICK*, as she then hangs up
Stupid Customer - "................."
*silence*
Me - "Hello? You've come through to Health Insurance Inc?"
Stupid Customer - "............."
*silence again, though can hear talking in the background*
Stupid Customer, to someone in the background - "Their automated system is getting more and more retarded, f*cking idiots!"
Me - "Uh, hello? Ma'am? This is not an automated system. I'm a real person. How can I help you today?"
Stupid Customer, again to person in background - "I can't believe the nerve if them! Now they got them computers programmed to pick up on our speech and then they're smarta*ses back!"
Me - "Hello, ma'am? Again I assure you I am not a robot or an automated system, I'm a real person at a desk in [location]. How can I help you today"
Stupid Customer, now yelling at me - "F*CK YOU AND YOUR F*CKING RUDE F*CKING COMPUTERS! F*CK! IS IT TOO MUCH TO WANT TO JUST SPEAK TO AN ACTUAL F*CKING PERSON FOR ONCE, HUH?! I HOPE THIS LINE IS RECORDED SO YOU BIG F*CKING BOSSES KNOW THAT I'M F*CKING FURIOUS WITH THE F*CKING COMPUTERS YOU GO THERE AND NEXT TIME I BETTER BE SPEAKING TO A REAL F*CKING PERSON!"
*CLICK*, as she then hangs up
Tuesday, 8 November 2011
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "Ummm...ahhh...ummmm"
*silence*
Me - "Hello? You've come through to Health Insurance Inc, how could I help you today ma'am?"
Stupid Customer - "Ummm...yeaaaaaah...I just, like, wanna know if I'm covered"
*silence*
Me - "Ok ma'am. And what service was it that you were wanting to check is covered or not?"
Stupid Customer - "Ummm...ahhh....ummmm"
*silence*
Me - "Hello? Ma'am, are you still there?"
Stupid Customer - "Yeah"
Me - "Okay, excellent. So just to confirm, what service was it that you were wanting to check the coverage for?"
Stupid Customer - "Ummm....like, I dunno"
Me - "O...kay then. Well I'm afraid I can only run a check on your policy if you know what service it is I am checking for you"
Stupid Customer - "I'm, like, having a kid"
Me - "Oh okay, well, congratulations! So you were wanting to double check whether or not the birth will be covered, is that correct ma'am?"
Stupid Customer - "Yeah"
Me - "Okay, we can help check that for you. May I please start with your membership number ma'am?"
Stupid Customer - "No"
Me - "O....kay. Well, that's okay, if you don't have your membership number with you I can bring your policy up with your name"
*she gives me her name*
Me - "Hmmm, I'm not getting a match there ma'am. To clarify, were you on a single or a family policy?"
Stupid Customer - "Single"
*I have another search, but still nothing*
Me - "I'm still not having luck there ma'am, I might have to try and locate your policy using your date of birth"
*she gives me her date of birth - still no match*
Me - "Hmmm, still no luck there ma'am. May I ask , roughly, when it was you joined the fund?"
Stupid Customer - "I'm, like, not a member"
Me, as I bang my head on the desk - "Oh, okay then. So you were wanting to check if you would be covered for the birth of your child? If you're currently pregnant I'm afraid that..."
*she interrupts me*
Stupid Customer - "Look can you hurry up? I'm having contractions, I just wanna know which plan I gotta take so this is all covered!"
Me - "I'm sorry ma'am, just to clarify - you aren't a member at present and you're calling whilst pregnant and in the middle of contractions, hoping to be covered for the imminent birth?"
Stupid Customer - "Yes! So which one do I gotta go on, and like I said, can you hurry up?"
Me - "I'm sorry ma'am, there is a 12 month wait for pregnancy, you cannot take out cover right before a birth and then be covered. May I suggest you start to make your way to your nearest hospital if you're currently in labor?"
Stupid Customer, suddenly YELLING - "USELESS F**KING B*TCH!"
*CLICK* as she then hangs up
I just stared at the phone for a good 30 seconds after that call. I mean, b*tch, please. On what planet can someone call in out of the blue and expect to be able to take out a policy that will pay out thousands upon thousands of dollars for a birth that is *just* about to take place.
That kid of hers is in reaaaaaal trouble with a mother like that, yikes...
Stupid Customer - "Ummm...ahhh...ummmm"
*silence*
Me - "Hello? You've come through to Health Insurance Inc, how could I help you today ma'am?"
Stupid Customer - "Ummm...yeaaaaaah...I just, like, wanna know if I'm covered"
*silence*
Me - "Ok ma'am. And what service was it that you were wanting to check is covered or not?"
Stupid Customer - "Ummm...ahhh....ummmm"
*silence*
Me - "Hello? Ma'am, are you still there?"
Stupid Customer - "Yeah"
Me - "Okay, excellent. So just to confirm, what service was it that you were wanting to check the coverage for?"
Stupid Customer - "Ummm....like, I dunno"
Me - "O...kay then. Well I'm afraid I can only run a check on your policy if you know what service it is I am checking for you"
Stupid Customer - "I'm, like, having a kid"
Me - "Oh okay, well, congratulations! So you were wanting to double check whether or not the birth will be covered, is that correct ma'am?"
Stupid Customer - "Yeah"
Me - "Okay, we can help check that for you. May I please start with your membership number ma'am?"
Stupid Customer - "No"
Me - "O....kay. Well, that's okay, if you don't have your membership number with you I can bring your policy up with your name"
*she gives me her name*
Me - "Hmmm, I'm not getting a match there ma'am. To clarify, were you on a single or a family policy?"
Stupid Customer - "Single"
*I have another search, but still nothing*
Me - "I'm still not having luck there ma'am, I might have to try and locate your policy using your date of birth"
*she gives me her date of birth - still no match*
Me - "Hmmm, still no luck there ma'am. May I ask , roughly, when it was you joined the fund?"
Stupid Customer - "I'm, like, not a member"
Me, as I bang my head on the desk - "Oh, okay then. So you were wanting to check if you would be covered for the birth of your child? If you're currently pregnant I'm afraid that..."
*she interrupts me*
Stupid Customer - "Look can you hurry up? I'm having contractions, I just wanna know which plan I gotta take so this is all covered!"
Me - "I'm sorry ma'am, just to clarify - you aren't a member at present and you're calling whilst pregnant and in the middle of contractions, hoping to be covered for the imminent birth?"
Stupid Customer - "Yes! So which one do I gotta go on, and like I said, can you hurry up?"
Me - "I'm sorry ma'am, there is a 12 month wait for pregnancy, you cannot take out cover right before a birth and then be covered. May I suggest you start to make your way to your nearest hospital if you're currently in labor?"
Stupid Customer, suddenly YELLING - "USELESS F**KING B*TCH!"
*CLICK* as she then hangs up
I just stared at the phone for a good 30 seconds after that call. I mean, b*tch, please. On what planet can someone call in out of the blue and expect to be able to take out a policy that will pay out thousands upon thousands of dollars for a birth that is *just* about to take place.
That kid of hers is in reaaaaaal trouble with a mother like that, yikes...
Thursday, 3 November 2011
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "Yeah I was just at the dentist and swiped my card and got nothing back! I'm so sick of your fund stuffing everything up for me, get it fixed right now okay, I need that money today!"
*I bring up her policy and have a look at her cover...*
Me - "Ok ma'am, thanks for waiting. The reason you got nothing back is because you do not actually have any dental cover. You have basic hospital cover only"
Stupid Customer - "WHAT! No, I have top cover!"
Me - "I'm sorry ma'am, you hold hospital cover only and it is the lowest hospital product we offer"
Stupid Customer - "Yeah, I have hospital cover! So where's my money!"
Me - "Uh...okay well, hospital cover means you can claim towards procedures done within hospital only. You would need to hold dental cover to be able to claim back on work done at the dentist"
Stupid Customer - "I pay you people good money to be covered and I get nothing back, nothing! You're all just out to get our money but you don't care about the common person!"
Me - "Okay. Well ma'am, I do have to point out again that you are on our lowest hospital only product. You pay $40 a month. The fund certainly provides cover, but only for the services for which you are paying. If you were paying for and were covered for dental, then of course, you would be able to claim back"
Stupid Customer - "NO! I was told the last time I called that I was fully covered for dental!"
*I review the last set of notes*
Me - "Okay ma'am, I can see that you did indeed call us last week.."
*talking over me*
Stupid Customer - "Yeah, see! I called!"
Me - "...yes ma'am, you did call. The notes state that you called saying you had a dental visit coming up and wanted to check your cover. The agent advised you that you held no dental cover and as such you would receive nothing back for that visit, however if you wanted to add dental cover for an extra $35 a month, you would be able to claim after serving your 3 month waiting period"
Stupid Customer - "Bullsh*t! I was never told any of that, it's all lies! I was told I was fully covered!"
Me - "Well ma'am if you were misadvised then of course we take that very seriously. Based on your accusations, we can retrieve that call and get a manager to listen to it and see what was actually advised. Because definetely, if you were given the wrong information, we need ot act on that"
Stupid Customer - "Ummmm....ahhh, nar, nar I don't have time to have calls istened to"
*CLICK* as she then hangs up
SERIOUSLY people. WHY do some of these crazies lie? They are told right at the start of the call that is recorded, so why oh WHY do they even bother?
Sheesh.
Stupid Customer - "Yeah I was just at the dentist and swiped my card and got nothing back! I'm so sick of your fund stuffing everything up for me, get it fixed right now okay, I need that money today!"
*I bring up her policy and have a look at her cover...*
Me - "Ok ma'am, thanks for waiting. The reason you got nothing back is because you do not actually have any dental cover. You have basic hospital cover only"
Stupid Customer - "WHAT! No, I have top cover!"
Me - "I'm sorry ma'am, you hold hospital cover only and it is the lowest hospital product we offer"
Stupid Customer - "Yeah, I have hospital cover! So where's my money!"
Me - "Uh...okay well, hospital cover means you can claim towards procedures done within hospital only. You would need to hold dental cover to be able to claim back on work done at the dentist"
Stupid Customer - "I pay you people good money to be covered and I get nothing back, nothing! You're all just out to get our money but you don't care about the common person!"
Me - "Okay. Well ma'am, I do have to point out again that you are on our lowest hospital only product. You pay $40 a month. The fund certainly provides cover, but only for the services for which you are paying. If you were paying for and were covered for dental, then of course, you would be able to claim back"
Stupid Customer - "NO! I was told the last time I called that I was fully covered for dental!"
*I review the last set of notes*
Me - "Okay ma'am, I can see that you did indeed call us last week.."
*talking over me*
Stupid Customer - "Yeah, see! I called!"
Me - "...yes ma'am, you did call. The notes state that you called saying you had a dental visit coming up and wanted to check your cover. The agent advised you that you held no dental cover and as such you would receive nothing back for that visit, however if you wanted to add dental cover for an extra $35 a month, you would be able to claim after serving your 3 month waiting period"
Stupid Customer - "Bullsh*t! I was never told any of that, it's all lies! I was told I was fully covered!"
Me - "Well ma'am if you were misadvised then of course we take that very seriously. Based on your accusations, we can retrieve that call and get a manager to listen to it and see what was actually advised. Because definetely, if you were given the wrong information, we need ot act on that"
Stupid Customer - "Ummmm....ahhh, nar, nar I don't have time to have calls istened to"
*CLICK* as she then hangs up
SERIOUSLY people. WHY do some of these crazies lie? They are told right at the start of the call that is recorded, so why oh WHY do they even bother?
Sheesh.
Wednesday, 2 November 2011
Me - "Welcome to Health Insurance Inc, how can I help you?
Stupid Customer - "I want to change my cover"
Me - "Sure, I can help with that. Was that an upgrade or a downgrade you were doing today?"
Stupid Customer - "I dunno"
Me - "Ok, did you have the name of the cover you were wanting to change to?"
Stupid Customer - "Nope"
Me - "Oh okay. Had you had a chance to look through our policies on offer at all. to get an idea of what you might want to change to?"
Stupid Customer - "Nar"
Me - "Okay ma'am. Well in changing yur cover, do you know what result you had been hoping to get? For example, more comprehensive cover? A lower rate?"
Stupid Customer - "Ummm, I dunno"
Me - "Okay, well I can talk you through the policies we have on offer if you like and we can see if there that you like?"
Stupid Customer - "I don't got all day"
Me - "Okay, that's fine ma'am. To change your policy we just need to know what changes you are wanting to actually make, that's all"
Stupid Customer - "Yeah, I just wanna change it"
Me - "Yes ma'am, and we just need to know WHAT changes you would like to make to your policy"
Stupid Customer - "I dunno"
Me - "Okay, well I'm not authorised to make any changes to someone's health policy unless they advise me specifically what they want done to it, but if you like I can send you a full product guide so you can read through that and then call back once you have made a decision? That same information is also on our website for your pursual? Being health insurance it is quite important that you make an informed decision"
Stupid Customer - "Thanks for nothing b*tch "
*CLICK*
Stupid Customer - "I want to change my cover"
Me - "Sure, I can help with that. Was that an upgrade or a downgrade you were doing today?"
Stupid Customer - "I dunno"
Me - "Ok, did you have the name of the cover you were wanting to change to?"
Stupid Customer - "Nope"
Me - "Oh okay. Had you had a chance to look through our policies on offer at all. to get an idea of what you might want to change to?"
Stupid Customer - "Nar"
Me - "Okay ma'am. Well in changing yur cover, do you know what result you had been hoping to get? For example, more comprehensive cover? A lower rate?"
Stupid Customer - "Ummm, I dunno"
Me - "Okay, well I can talk you through the policies we have on offer if you like and we can see if there that you like?"
Stupid Customer - "I don't got all day"
Me - "Okay, that's fine ma'am. To change your policy we just need to know what changes you are wanting to actually make, that's all"
Stupid Customer - "Yeah, I just wanna change it"
Me - "Yes ma'am, and we just need to know WHAT changes you would like to make to your policy"
Stupid Customer - "I dunno"
Me - "Okay, well I'm not authorised to make any changes to someone's health policy unless they advise me specifically what they want done to it, but if you like I can send you a full product guide so you can read through that and then call back once you have made a decision? That same information is also on our website for your pursual? Being health insurance it is quite important that you make an informed decision"
Stupid Customer - "Thanks for nothing b*tch "
*CLICK*
SIGHTING!
Overhead a colleague having a convo with a customer....I can only imagine what a whack job this customer must have been...
Colleague - "Yes ma'am, you have dental cover so you can claim back no the cost of your dental checkup. No....no I'm afraid you cannot claim on the cost of the petrol to get to the dentist...no, I'm sorry but you cannot claim back on the cost of the outfit you bought to wear to the dentist...yes, I understand you may have wanted to look nice for the dentist but you still cannot claim back no the cost of the outfit... okay...okay...no ma'am I do not believe I am discriminating against you based on the fact that you are a woman...no, no we would not pay towards an outfit for the dentist if it were a male claiming...okay....okay...okay well even if you were to come and beat me up we still would not be able to pay towards your clothes...okay...okay well no I'm afraid we can not pay towards the parking ticket yu got while were in at the dentists....okay....okay well ma'am in all honesty, if you believe you can find a health fund that would pay towards these items then by all means you are welcome to go and join that fund...okay...alright...okay well ma'am again I must advise that beating me up wont change anything.....okay....okay well you have a great day now, thanks for calling, goodbye"
Can I just mentioned that my colleague is a guy who is a 6 foot 5 tall brickhouse LOL
Overhead a colleague having a convo with a customer....I can only imagine what a whack job this customer must have been...
Colleague - "Yes ma'am, you have dental cover so you can claim back no the cost of your dental checkup. No....no I'm afraid you cannot claim on the cost of the petrol to get to the dentist...no, I'm sorry but you cannot claim back on the cost of the outfit you bought to wear to the dentist...yes, I understand you may have wanted to look nice for the dentist but you still cannot claim back no the cost of the outfit... okay...okay...no ma'am I do not believe I am discriminating against you based on the fact that you are a woman...no, no we would not pay towards an outfit for the dentist if it were a male claiming...okay....okay...okay well even if you were to come and beat me up we still would not be able to pay towards your clothes...okay...okay well no I'm afraid we can not pay towards the parking ticket yu got while were in at the dentists....okay....okay well ma'am in all honesty, if you believe you can find a health fund that would pay towards these items then by all means you are welcome to go and join that fund...okay...alright...okay well ma'am again I must advise that beating me up wont change anything.....okay....okay well you have a great day now, thanks for calling, goodbye"
Can I just mentioned that my colleague is a guy who is a 6 foot 5 tall brickhouse LOL
One of the most over-the-place calls I've had in recent times. This chick's lies were so extravegent that the call was shot almost from the word go. Such a mess.
Me - "Welcome to Health Insurance Inc, how can I help?"
Stupid Customer - "Yes, hello. I called you people a few weeks back to check if I could claim on a blood pressure monitor and you people said I could so I went and bought it and now I got a letter back saying you refuse to pay my claim, but won't say why!"
*Already I know something is up because NONE of our letters say this - if something is declined we state this and the next paragraph explains in full detail why it was declined, and what else would be required to get the claim paid if that was the case*
Me - "Hmmm, that doesn't sound too good ma'am, lets take a look at this for you"
*I bring up her policy. Sure enough:
1. We have recent notes where she did call, we said to claim on a blood pressure monitor you must send us a full receipt that has your name, the date purchased, the name of the item, the cost and the name of the place you bought it from. We note that she has stated she understands all of this
2. We have her claim on file rejected - she sent us a $200 ATM receipt. That's it. A receipt saying she withdrew from our ATM. No actual purchase receipt, nothing to say what it was she bought or where she bought it from, or even that the item purchased was for her
3. The letter we sent her CLEARLY states this. It says we unfortunetely cannot accept an ATM receipt, please resubmit the claim with a full receipt including all of the abovementioned detail, then your claim will be processed and you will receive your $200 rebate
Me - "Okay ma'am, thanks for waiting there. Now, I can see what's happened here, and I can explain it to you. Did you have that letter there in front of you and I can talk you through it?"
Stupid Customer, her sweet voice suddenly going EVIL - "Yes! I got your f*cking letter! It says right here 'we aren't paying your claim, take your receipt back, we reserve the right not to tell you why we are not paying it!'"
Me - "Er...I'm sorry ma'am but I can't say that I have that same information on the letter infront of me here"
Stupid Customer - "Yes, it says that and it also says that we do not appreciate having you as a member! that we request that you f*cking leave the health fund!"
Me, eye rolling - "Okay ma'am. Well in response to your actual enquiry, to receive your $200 rebate, you simply need to send us a full receipt containing your name, the item you..."
*talks over me*
Stupid Customer - "No, NO! I don't have to do ANYTHING, you f**king hear me?! I rang before to ask what I had to do to get my money back on a blood pressure monitor and the lad I spoke to said I didn't have to do anything! Nothing at all! He was going to tell your people there to just send me the money! And now I got letters from you telling me you don't like me and a customer and you want me to leave, you f*cking c*nts!"
Me - "That sounds very unusual ma'am, I must say, as I am not aware of any letter of ours ever stating that, but..."
*again talks over me*
Stupid Customer - "Well that's what it says! It says right here we will not pay your claim, please f**k off to another fund!"
Me - "Ah-huh. Okay well that is not good at all, I can give you a fax number or and email and if you would kindly forward that letter to us we can investigate that for you. In regards to your actual claim, we have a note here that you were advised to submit a full receipt that contains your name, the item you purchase, the cost, and where you bought it from, so if you forward that oen to us as well we can process that claim for you"
Stupid Customer - "What! No, the girl I spoke to told me she would get the money in my account that same f*cking day and I don't gotta send nothing at all!"
Me - "Ma'am , just earlier you advised it was a male you spoke with?"
Stupid Customer - "Well I spoke to and guy and then a woman too! And they both told me that the $800 would be in my account that afternoon!"
Me - "Okay ma'am. I just need to clarify a few details. The blood pressure monitor we have noted cost $200, so that would be the rebate. Where did you get $800 from?"
Stupid Customer - "That's my compensation!"
Me - "Compensation ma'am?"
Stupid Customer - "Yes, f*cking compensation! For messing up my claim!"
Me - "I'm sorry ma'am, your claim was not 'messed up' in any way. Given the complexity of this call , I am going to resend you the letter that clearly states exactly what is required in order for your blood pressure monitor to be paid. I will email that to you now and also resend a hard copy to your address. If you could kindly refer to that letter and submit what is required, your claim will go through fine"
Stupid Customer - "But what about the money! The guy said a cheque had already been sent! He told me he had the $950 cheque in his f*cking hand as we spoke and we would personally mail it out to me!"
Me - "I'm sorry ma'am, but our notes indicate you were simply advised of the requirments in order to claim a blood pressure monitor. You then sent an invalid receipt, the fund sent a letter explaining what we requried to get the claim through. Beyond that I'm afraid I don't have much more to add , if you refer to the requirements your claim will be paid"
Stuipd Customer - "I'm going to cancel my membership because you people are all f*cking terrorists!"
*CLICK*
Yes, please do cancel your membership! I would pay you money for you to cancel your membership with us! Go and harrass someone else with your vulgar craziness!
Me - "Welcome to Health Insurance Inc, how can I help?"
Stupid Customer - "Yes, hello. I called you people a few weeks back to check if I could claim on a blood pressure monitor and you people said I could so I went and bought it and now I got a letter back saying you refuse to pay my claim, but won't say why!"
*Already I know something is up because NONE of our letters say this - if something is declined we state this and the next paragraph explains in full detail why it was declined, and what else would be required to get the claim paid if that was the case*
Me - "Hmmm, that doesn't sound too good ma'am, lets take a look at this for you"
*I bring up her policy. Sure enough:
1. We have recent notes where she did call, we said to claim on a blood pressure monitor you must send us a full receipt that has your name, the date purchased, the name of the item, the cost and the name of the place you bought it from. We note that she has stated she understands all of this
2. We have her claim on file rejected - she sent us a $200 ATM receipt. That's it. A receipt saying she withdrew from our ATM. No actual purchase receipt, nothing to say what it was she bought or where she bought it from, or even that the item purchased was for her
3. The letter we sent her CLEARLY states this. It says we unfortunetely cannot accept an ATM receipt, please resubmit the claim with a full receipt including all of the abovementioned detail, then your claim will be processed and you will receive your $200 rebate
Me - "Okay ma'am, thanks for waiting there. Now, I can see what's happened here, and I can explain it to you. Did you have that letter there in front of you and I can talk you through it?"
Stupid Customer, her sweet voice suddenly going EVIL - "Yes! I got your f*cking letter! It says right here 'we aren't paying your claim, take your receipt back, we reserve the right not to tell you why we are not paying it!'"
Me - "Er...I'm sorry ma'am but I can't say that I have that same information on the letter infront of me here"
Stupid Customer - "Yes, it says that and it also says that we do not appreciate having you as a member! that we request that you f*cking leave the health fund!"
Me, eye rolling - "Okay ma'am. Well in response to your actual enquiry, to receive your $200 rebate, you simply need to send us a full receipt containing your name, the item you..."
*talks over me*
Stupid Customer - "No, NO! I don't have to do ANYTHING, you f**king hear me?! I rang before to ask what I had to do to get my money back on a blood pressure monitor and the lad I spoke to said I didn't have to do anything! Nothing at all! He was going to tell your people there to just send me the money! And now I got letters from you telling me you don't like me and a customer and you want me to leave, you f*cking c*nts!"
Me - "That sounds very unusual ma'am, I must say, as I am not aware of any letter of ours ever stating that, but..."
*again talks over me*
Stupid Customer - "Well that's what it says! It says right here we will not pay your claim, please f**k off to another fund!"
Me - "Ah-huh. Okay well that is not good at all, I can give you a fax number or and email and if you would kindly forward that letter to us we can investigate that for you. In regards to your actual claim, we have a note here that you were advised to submit a full receipt that contains your name, the item you purchase, the cost, and where you bought it from, so if you forward that oen to us as well we can process that claim for you"
Stupid Customer - "What! No, the girl I spoke to told me she would get the money in my account that same f*cking day and I don't gotta send nothing at all!"
Me - "Ma'am , just earlier you advised it was a male you spoke with?"
Stupid Customer - "Well I spoke to and guy and then a woman too! And they both told me that the $800 would be in my account that afternoon!"
Me - "Okay ma'am. I just need to clarify a few details. The blood pressure monitor we have noted cost $200, so that would be the rebate. Where did you get $800 from?"
Stupid Customer - "That's my compensation!"
Me - "Compensation ma'am?"
Stupid Customer - "Yes, f*cking compensation! For messing up my claim!"
Me - "I'm sorry ma'am, your claim was not 'messed up' in any way. Given the complexity of this call , I am going to resend you the letter that clearly states exactly what is required in order for your blood pressure monitor to be paid. I will email that to you now and also resend a hard copy to your address. If you could kindly refer to that letter and submit what is required, your claim will go through fine"
Stupid Customer - "But what about the money! The guy said a cheque had already been sent! He told me he had the $950 cheque in his f*cking hand as we spoke and we would personally mail it out to me!"
Me - "I'm sorry ma'am, but our notes indicate you were simply advised of the requirments in order to claim a blood pressure monitor. You then sent an invalid receipt, the fund sent a letter explaining what we requried to get the claim through. Beyond that I'm afraid I don't have much more to add , if you refer to the requirements your claim will be paid"
Stuipd Customer - "I'm going to cancel my membership because you people are all f*cking terrorists!"
*CLICK*
Yes, please do cancel your membership! I would pay you money for you to cancel your membership with us! Go and harrass someone else with your vulgar craziness!
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "How much do I get back on a cap on my tooth?"
Me - "Sure I can help with that ma'am, just one moment and I'll bring up your policy to take a look..."
*interupts me*
Stupid Customer - "NO just tell me how much I get back, GOD!"
Me - "Okay, I can definetely help but I just need to bring up your policy to check..."
*talks over me again*
Stupid Customer - "GOD, stop wasting my time1 It's a simple question! How.much.for.a.CAP! There! You got it!"
Me - "Yes, I 'got it', however I'm just trying to explain that I'm required to check your policy as the benefit depends on a few details..."
*Once again, talks right over me*
Stupid Customer - "It's a general goddamn question!"
Me - "No ma'am, it's not, now could I please just get..."
*yelling over me*
Stupid Customer - "IT'S A SIMPLE GENERAL QUESTION! WHY WON'T YOU ANSWER THE GODDAMN QUESTION, F*CK!"
Me - "I'm trying to explain ma'am that...."
*once again, in she butts...*
Stupid Customer - "It's so SIMPLE! ANSWER THE QUESTION! Are you stupid or something, is that it? Can you not hear what I'm saying?!"
Me, now deadpan voice - "Yes I heard what you said ma'am, as I've been trying to say, I need to view your specfic policy because the benefit will depend on your level of cover, any other dental claims you;ve made this year, your length of membership - the benefit is tailored to each individual person, this is no 'general' answer"
Stupid Customer, mumbling - "Oh. Well. Fine"
She FINALLY gives me her membership details, and the real kicker?
SHE HAD NO DENTAL COVER AT ALL!!!
Dumb b*tch
Stupid Customer - "How much do I get back on a cap on my tooth?"
Me - "Sure I can help with that ma'am, just one moment and I'll bring up your policy to take a look..."
*interupts me*
Stupid Customer - "NO just tell me how much I get back, GOD!"
Me - "Okay, I can definetely help but I just need to bring up your policy to check..."
*talks over me again*
Stupid Customer - "GOD, stop wasting my time1 It's a simple question! How.much.for.a.CAP! There! You got it!"
Me - "Yes, I 'got it', however I'm just trying to explain that I'm required to check your policy as the benefit depends on a few details..."
*Once again, talks right over me*
Stupid Customer - "It's a general goddamn question!"
Me - "No ma'am, it's not, now could I please just get..."
*yelling over me*
Stupid Customer - "IT'S A SIMPLE GENERAL QUESTION! WHY WON'T YOU ANSWER THE GODDAMN QUESTION, F*CK!"
Me - "I'm trying to explain ma'am that...."
*once again, in she butts...*
Stupid Customer - "It's so SIMPLE! ANSWER THE QUESTION! Are you stupid or something, is that it? Can you not hear what I'm saying?!"
Me, now deadpan voice - "Yes I heard what you said ma'am, as I've been trying to say, I need to view your specfic policy because the benefit will depend on your level of cover, any other dental claims you;ve made this year, your length of membership - the benefit is tailored to each individual person, this is no 'general' answer"
Stupid Customer, mumbling - "Oh. Well. Fine"
She FINALLY gives me her membership details, and the real kicker?
SHE HAD NO DENTAL COVER AT ALL!!!
Dumb b*tch
Me - "Welcome to Health Insurance Inc, how can I help you?"
Stupid Customer - "Um....yeaaaaaah. So anyway, I just wanted to order in a fried rice with honey chicken. How much is delivery?"
Me - "Oh, I'm sorry sir, you've actually called Health Insurance Inc"
Stupid Customer - "Okay. So.....like.....I need to know how much for delivery"
Me - "Sir, this is Health Insurance Inc"
Stupid Customer, now sounding annoyed - "Yeah, you keep saying that! Look, I just want fried rice with honey chicken and I wanna know how much for delivery beforehand okay!"
Me - "Sir, you've called the wrong number. This is a health insurance company, not a take away food place"
Stupid Customer - "I just want rice and chicken, why are you making this so hard?"
Me - "I'm sorry sir but I really don't know how else to explain to you that you have called the wrong number"
Stupid Customer - "Whatever, thanks for NOTHING, B*TCH!"
*CLICK*
What I want to know though, is why Mr Dumbsh*t was ordering this kind of take-away food at 7am [this was smack bam my first call of the day!]
Stupid Customer - "Um....yeaaaaaah. So anyway, I just wanted to order in a fried rice with honey chicken. How much is delivery?"
Me - "Oh, I'm sorry sir, you've actually called Health Insurance Inc"
Stupid Customer - "Okay. So.....like.....I need to know how much for delivery"
Me - "Sir, this is Health Insurance Inc"
Stupid Customer, now sounding annoyed - "Yeah, you keep saying that! Look, I just want fried rice with honey chicken and I wanna know how much for delivery beforehand okay!"
Me - "Sir, you've called the wrong number. This is a health insurance company, not a take away food place"
Stupid Customer - "I just want rice and chicken, why are you making this so hard?"
Me - "I'm sorry sir but I really don't know how else to explain to you that you have called the wrong number"
Stupid Customer - "Whatever, thanks for NOTHING, B*TCH!"
*CLICK*
What I want to know though, is why Mr Dumbsh*t was ordering this kind of take-away food at 7am [this was smack bam my first call of the day!]
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