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?