When you’re making payment for a total loss (car insurance claim here), you have to pay, at a minimum, everyone who is named as an owner on the title. Why? Because when you pay only one of the owners, the other can present himself and say, “Hey, why’d you give my interest in the car to the other person (so what if she’s my wife)?” It’s happened to us before, and we usually end up paying the claim twice as a result—most often when one of the omitted parties is an ex-spouse who is already full of vinegar. So when I settle a total loss, and the customer can’t tell me who the titled owner is, ala: “I think it’s my wife, but it may still be in her maiden name, and I might be on the title as well, but I don’t know.” I’m not going to print the settlement draft until I see the title.
I’ll leave clear instructions for you, my one of 40 teammates who are perfectly capable and authorized to access the claim and print the draft. So when you are reviewing the daily appointments to make sure all the paperwork is in order for when our customers arrive, and you see that the draft hasn’t yet been printed for you, and you identify me as the chap who did the deed by reading my entry (which explains why), do NOT put a note in the appointment book for the secretary (who’s only qualification & responsibility is to be sweet to customers and call any one of us up to handle them) to call ME and only ME directly when this person comes in.
You did it last week and I brought it up to you: “There are 40 of us here that can read my entry and handle this claim, it doesn’t have to be me.” You did it again today and this time I was unfucking a claim that, coincidentally, YOU had fucked up. I was busy unfucking it for no less than 20 minutes. 10 minutes into the (why-did-I-ever-get-out-of-bed-this-morning) call, our sweet secretary drops a note in front of me. They’re here, they’re waiting for ME. By the time I ended my call and went up front to meet the customers (that any of the 40 of us could have helped) their 3 kids were crying and raising hell—and who wouldn’t, even I wouldn’t come to an insurance office if I wasn’t getting a bunch of money to do it. 2 Minutes later I have the draft made out to the correct person, preventing a potential demand for another $29,745.63, and they are on their way remembering this encounter with our insurance company in a particularly negative light.
Thank you for your petty buck passing. I’m certain that your every endeavor to flush our customer satisfaction ratings will be justly rewarded.
Ya big ding dong.
