Archive for Claims

Randomness of Work Life

Posted in Life, Uncategorized, Work, Writing with tags , , , , , , , , , , , , , , , , , , , , , , , , , , on April 12, 2012 by urbannight
  1. If you are staring at the wall and realize that your vision is flickering in time to your pulse, you may have forgotten to take your blood pressure medicine that morning. Or maybe that week.  It’s just been on of those weeks.  The type of week you wish never happened.
  2. If you are heading to the bathroom and your coworker says you can’t, just tell him or her, “Okay, but I’ll just have to poo  at my desk then and you can put up with the smell.”  That should get him or her to change his or her mind.
  3. Planning work related gag gifts for a coworkers retirement is a fun way to kill part of the work day.  Way more fun that actual work.
  4. You never know who the practical joker in the unit will turn out to be.  I understand why I was asked if I had taken another coworker’s stuff from her desk.  I’m just suspicious that way.  But it the person who actually did it wasn’t one any of us expected it to be.
  5. Running though the halls screaming may seem like a great stress release.  Don’t do it. Just Do Not Do It.
  6. Some days, the correct course of action really is staying home and having a good stiff drink.  Preferably single malt Scotch.
  7. Avoid working in an auto claims department.  Even if you are in a job where your contact with claimants and insureds is rather minimal.  You will end up seeing everything people do wrong when driving and you will end up counting the number of almost accidents you saw on the way to work and the way home and any time you are in a car.  Even if you are not driving.

Terrible, Horrible, No Good, Very Bad Day.

Posted in Work with tags , , , , on April 11, 2012 by urbannight

That was yesterday.  I did try to write it up several times but was never satisfied.  I work in customer service.  But for a commercial auto insurance company.  This means my customer service consists of taking new loss calls and helping people set up a claim after they have been in an accident.  As much as I hate phones and being on the phone it turns out I like doing this.   We do get other types of calls but I don’t have to do much with them other than transfer it to the examiners or to an attendant line.

There is one type of call I have come to hate.  It typically comes from New York.  New York doesn’t put policy numbers on their police reports.  They use insurance codes.  The code refers to an insurance carrier and not the companies that may be writing policies for that carrier.  So if more than one company writes for a carrier, then the code does NOT show that.  As a result, we get more calls for this other company than we do for our own company.

New York police reports have often identified a driver as an owner when that isn’t always the case.  And some businesses have a high driver turnover and they don’t update their driver lists very well.  The result is that we don’t always have drivers in our system. 

And on top of it all, this other company that writes policies for a carrier for whom we also write puts OUR phone number on the insurance cards for their customers.  Yet we have no access to their information and can’t look anything up on their policies.

This might have been tolerable if it were not for the fact that many of the people calling act like I am utterly stupid for asking for a policy number.  I don’t automatically know they are calling from New York.  New York is the only state that never puts policy numbers on the police reports.  For us, that policy number is the most important piece of information a caller needs when calling in.  I’m tired of being treated like I can’t do my job because I ask for a policy number for my insured at the start of the call.  I’m tired of the rudeness as I ask questions to try to determine if this is really our insured or an insured from the other company.  We handle totally different types of insurance. 

But the call after lunch yesterday was the straw that broke this camel’s back.  This woman called and when I asked how I could help her gave me this long story about several insurance companies and never told me what she needed or wanted to know.  I asked her three times what she needed me to help her with and finally had to tell her I didn’t understand what she wanted.  To which she answered, “I’m speaking English”.  That was officially IT.  I was done.  I told her that she was not giving me any information I could use.  I had already told her I didn’t know anything about those other companies.  I never heard of them.  I had asked her for the policy number and she said she didn’t know it.  And when I asked her who she was actually insured with she didn’t seem to know that either. 

And then she finally tells me why she is calling.  She said we suspended her license.  Um, we are an insurance company.  We can’t suspend a license.  Sometimes we get drivers for insured companies who call because an open claim is somehow preventing their renewal.  Sometimes drivers get a citation for an accident and get their license suspended.  But we don’t do it. 

I still didn’t know if she was a driver on a company or this was supposed to be her insurance.  Outside of the several insurance companies she mentioned at the start, she told me three different names for the company she was supposedly insured through.  I was trying to figure out what type of auto insurance it was and all she would say was “It’s just auto insurance.”  She finally said it was the first time she ever bought car insurance.  So I decided that it was probably a personal line of insurance and sent her to a company that writes personal lines on a company for which we handle the commercial and general liability lines.

But this point I was ready to do violence.  I was entire fed up and about to totally lose it.  I left work in a bad mood, spent the evening in a bad mood and woke up in a bad mood.  I didn’t want to go to work today.  But I wasn’t sure a bad mood was a good enough reason to burn a vacation day. 

Today is quiet.  But I’m grumpy and headachy.  I don’t want to deal with people and that is kind of my job.  And the one call I got today came from Geico who sent a call to us that she thought was misrouted to them.  But after talking to the woman, it wasn’t claim related, the letter didn’t come from us, and she called the number the letter told her to call about her policy.  And it was a Geico issue.  Since we occasionally write commercial policies that have been refered to us from Geico, some of the Geico reps get confused and will send us calls that are really their calls.  This one was very clear so the Geico rep just wasn’t listening to what the caller was trying to tell her.

I really just want to have it suddenly be Friday afternoon and all the work between now and then is done and over OR I want it to go back to the weekend, and I can have last weekend all over, and we can start this week all over again and I’ll avoid taking calls at certain times to make sure I don’t get the ones that sent me into a pissed off tailspin of anger, frustration, and general grumpiness with bursts of focused violent thoughts.


Random Lunch-Time Update

Posted in Books, Entertainment, Food, Life, Politics, Tea, Uncategorized, Work, Writing with tags , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , on March 28, 2012 by urbannight

I shall have to clock back in from lunch soon so I shall type a few sentences to share.

Due to a technical difficulty, I can’t post pictures for an update on the TARDIS project, the pumpkin project, the yarn projects, and various other projects. (I left the cord in another bag)

I did use most of lunch to try to catch up with all the blogs I follow.  I’ve gotten a bit behind.

News articles left me feeling more misanthropic and politically annoyed than usual and I may rant about it at another time.  If I remember.

Half a dose of Pain Killer PM is enough to make you drowsy enough to sleep through alarms but is not enough pain killer to make a pulled muscle and headache go away quickly.  I’m pretty sure it was the cat’s fault.

Coffee taste never lives up to smell and it takes 14 creamers and 10 sugars to make it at least drinkable.

Why do people think their claims can be handled within three hours of being turned in?  In an age when 3 minutes in a microwave is too long to wait everything must get done instantly.  Right?

I’m rereading too many of my Terry Pratchett books.  I found myself writing about ‘punnes’, you know, plays on words.

I have a large stack of fantasy, mystery, sci-fi novels to read and I keep buying more, but they just seem to dark and I’m not in the mood for dark.  So I keep rereading the lighter, amusing stuff I already own.

Time may be up now.