It was the level 3 engineers. They didn't want to solve your problem, because it makes their lives easier if it stays broken, so one of them snuck off to the other room and called your front desk and said "This is, uh... this is the manager of Vendors, Inc.! I need to speak to Flint IMMEDIATELY! Get him off whatever call he may or may not be on right now--STAT!"

Apparently it's probably time to schedule winterization of sprinkler systems (blowing out all the water so it doesn't freeze in the pipes and bust them). Any time today or tomorrow would be good.  They're flexible. 

Our schedule of 3,000 customers has been full with a waitlist for a good month now and it says so on our answerphone, email auto response, website.... etc. , We only have 10 days left to go on the schedule, most people are taken care of already and there have been two frosts this week.  Ya think it might be time to calll up and get it taken care of TODAY? really?  mkay.

Oh, you just saw our truck and it reminded you?  Did you not also see the tech rushing round from house to house like a blue-arsed fly because we've scheduled 15 jobs for him today? and every other day this week except Sunday.  Oh you have a great idea "us fools" haven't thought of -we could have him do your house right after your neighbor as he's already almost there?  Oh well ok then as he's already in the neighborhood let's just add you to the end of his 12 hour day if we must inconvenience you by not doing it RFN

oh sorry, what was the question?




 

Most of my customers are reasonable people, with reasonable expectations of what a home insurer can do for them.  Some of my customers seem to think once they log a claim they don't need to do anything for themselves.  Now, there's a lot we can do: I can send a drying specialist out to dry their home, and I can send out the flooring company to sort their carpets and the builders to replaster their hall ... technically, the claimant is supposed to present us with a cause of damage, but if they have trace and access cover, rather than just paying their bill like the cover is supposed to  I'll send out a leak detection company for them. 

But I can really do without someone calling me and my colleagues a gigantic waste of space because I don't have a stairlift specialist on hand to remove and refit a stair lift. 

GET A FUCKING QUOTE

I can also do without someone whining about how they are almost 70 and shouldn't have to be ringing around for a plumber at their age. 

WTF??? Just call a fucking plumber you absolute arse. 

My absolute favourite recently was one of my flood claims: claim went via site inspection and on the back of it was routed to me. My first call to this guy he kicked off because he had logged his claim 3 days ago and all that has happened is an inspection visit. Sorted that complaint, got the drying company to go out that day to start drying.  On the same call the guy was like 'how long is this all going to take? Its been 3 days already - I want to order my new bed and I| cant until the room's sorted'  

I told him - flood claims can take several weeks to sort out - depending on how bad the damage is it can be a few months. 

Dont order the bed yet, says I, lets see what the drying company say about timescales. 

He ordered the bed. 

then the dying company uplifts the kitchen flooring and discovers thermoplastic tiles with bitumen adhesive - all damaged - possible asbestos risk. So then we have to halt the drying and get an asbestos test done then when that came back positive had to arrange controlled removal. 

So he calls me to complain - like....wtf do you want me to do about it?  Nobody is going to do any work in your house til that's done. 

2 weeks into the claim and he's making a massive complaint because his house isnt sorted yet and his bed is due to be delivered. 

I ask him to get quotes for reinstatements - and explained to him from the start that we have contractors available if you can't find anyone but that timescales are much longer through our network so if he wants it done quick he needs to get quotes. 

'Why should I get quotes? You're my insurance company you should sort this out. That's what I pay you for'

- ok, fine, happy to send our contractors, but you need to be aware that the work will not be done in less than 8 weeks, and given the backlog they're still working through from the lockdowns, likely to be 12 weeks 

He opts for our contractors and then calls me 2-3 times a week to chase up a start date and complain about how none of us care that he has had to postpone delivery of his super duper new bed and isn't sleeping properly on the couch. 

He refused the alternative accommodation I offered. Just kept saying it's ridiculous it would even be needed, the claim should never be taking this long

His claim was completed within 10 weeks - a pretty decent timeline for a flooded bungalow - but he wrote an official letter of complaint and said he would never insure with us again. 

You really cant please some people. 

Last edited by DanaC (10/30/2021 6:30 am)

DanaC wrote:

His claim was completed within 10 weeks - a pretty decent timeline for a flooded bungalow - but he wrote an official letter of complaint and said he would never insure with us again.  

Send him a thank you card for going away.