A Matter of a Simple Yes or No

A customer hung up on me today because I asked him to confirm his boiler details.

He asked me to take his boiler details from an old cancelled policy, in order to raise a new insurance policy.

I read the boiler make and model out to him and asked him to confirm that these details were correct. A simple question requiring a yes or no answer. His reply was ‘take the boiler details off the old policy’. I again asked him to confirm if they were correct. He then hung up.

What is it with people today?

We have to check all the details when we set up a policy. We are regulated by the FSA. Most of the questions we are required to ask, are to verify details, and a simple yes or no answer will suffice in most cases. Surely this can’t be too hard?

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