Same Cover?

A guy called asking to take out cover. He came through on a particular line for a particular cover we do. The customer then proceeded to give me the reference for a completely different cover. It didn’t throw me. I merely double checked the reference and proceeded to set up the policy. I reached the price details and the customer then proceeded to tell me that he had a different price on another sheet of paper. After some questioning it appeared that he had received mailings for two different covers at different prices covering different things.

I pointed this out to the customer and explained the difference between the two policies. However, the customer was having none of this. Why? Because he had received the mailings at the same time.

‘You may have received them at the same time,’ I told him, ‘but they are different policies. They are called different names and are different prices.’

‘Yes, but I had them on the same day. And this one is a cheaper price so why are you charging me the more expensive price?’

‘Because you asked me to set up the other cover. Why don’t you read the letters first and then decide which policy you want? Then you can call us back.’

‘But I received these on the same day!’

What I really wanted to say was: ‘Just because you had them both at the same time doesn’t mean they are the same fucking policy! They cover different things. If you actually read them you would see that. It’s not rocket science. You don’t need a master’s in brain surgery. If they have different names and different prices they are OBVIOUSLY DIFFERENT COVERS you dumb bastard. Do I really need to explain the difference again? It’s very simple. They cover different things. That’s why they are different prices!’ However, I managed to keep my cool and was very polite at all times.

I decided it would be best to take a walk away from the desk after this call.

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