Shop Talk
Motosux, our new spokesperson for wireless device insurance...
I wanted to get this thread out because I'm in the wireless insurance business, in technical support. I have the address to the original post as well as the verbiage quoted below...
https://www.phonescoop.com/forums/forum.php?fm=m&ff= ... »
so do you insurance reps make commission off of the amount of claims you deny in a day...is there a quota???
I mean, I realize that if you are on the phone and you hear them crack their phone, then there is clearly a fraud issue, but these people pay $6-$10 each month to replace a phone that is usually refurbished anyways and only costs the insurance company $100; then you charge a deductable on top of that. Its a total rip off, and I personally don't know why consumers buy into it all t ...
(continues)
https://www.phonescoop.com/forums/forum.php?fm=m&ff= ... »
so do you insurance reps make commission off of the amount of claims you deny in a day...is there a quota???
I mean, I realize that if you are on the phone and you hear them crack their phone, then there is clearly a fraud issue, but these people pay $6-$10 each month to replace a phone that is usually refurbished anyways and only costs the insurance company $100; then you charge a deductable on top of that. Its a total rip off, and I personally don't know why consumers buy into it all t ...
(continues)
...
Detecting a bit of venom & bitterness there... Disregarding that, there are some issues that need to be addressed in the open. My @$$ is worn to the bone, I'm getting out of here & will address this when I get home or tomorrow...
...
Insurance is there to cover a client in case there is a loss. It's not there to upgrade equipment, it's there to replace what is damaged or lost.
I don't personally handle the initial claim process; however, those who do aren't there to deny claims. If their phone is damaged, lost, stolen, we replace it. If a client intentionally damages their phone & tells us they did, we don't cover that in the same way homeowner's insurance doesn't cover something intentionally damaged.
There are rules & regulations; if you're telling people how to get around that, it's on your conscience. I'm not sure what illegitimate instances you're getting around, again that's on your integrity.
Not sure from where you're getting the $100 price for refurbis...
(continues)
I don't personally handle the initial claim process; however, those who do aren't there to deny claims. If their phone is damaged, lost, stolen, we replace it. If a client intentionally damages their phone & tells us they did, we don't cover that in the same way homeowner's insurance doesn't cover something intentionally damaged.
There are rules & regulations; if you're telling people how to get around that, it's on your conscience. I'm not sure what illegitimate instances you're getting around, again that's on your integrity.
Not sure from where you're getting the $100 price for refurbis...
(continues)
...
I'd like to clarify a few things.
1) I realize the insurance company is a business and like any business, they need to make money. This I am not angry about or disputing.
2) I know there are rules and regulations involving insurance claims, in fact there are laws protecting insurance companies from fraud. I wouldn't intentionally fraud the company because there would be no need to do that. What I will do, is help the customer out with their "story" before they call in because I've seen too many legit stories be denied because they were tricked into saying the wrong thing.
3) as for my conscience, I don't have one, so no worries here.
Now, as for the reason I took offense to the original post. The following are two inst...
(continues)
1) I realize the insurance company is a business and like any business, they need to make money. This I am not angry about or disputing.
2) I know there are rules and regulations involving insurance claims, in fact there are laws protecting insurance companies from fraud. I wouldn't intentionally fraud the company because there would be no need to do that. What I will do, is help the customer out with their "story" before they call in because I've seen too many legit stories be denied because they were tricked into saying the wrong thing.
3) as for my conscience, I don't have one, so no worries here.
Now, as for the reason I took offense to the original post. The following are two inst...
(continues)
...
Thank you for replying, I truly really do appreciate it. Legit is legit, I have no problem with making sure the customer knows how to explain what really happened. I guess in any org. as big as the ones we work for there are going to be @$$holes here & there, as well as junior sleuths & "Judge Judy" prosecutors. I can see scenarios where an overzealous rep who has an Elliot Ness complex can browbeat a customer into saying something wrong.
Us, those of us on this board & most who are not but work in whatever facet of the wireless industry are generally good people who care about the job we do & want satisfied customers. We're not the bad guys - the bad ones are few but make a stink...
Us, those of us on this board & most who are not but work in whatever facet of the wireless industry are generally good people who care about the job we do & want satisfied customers. We're not the bad guys - the bad ones are few but make a stink...
...
That's exactly why I dropped mine when us cellulars insurance company increased the decuctable and premium.
...
I help my customers all the time with insurance claims.
Yesterday I had a customer who lost his phone while riding a bike. He was scared to make the claim because he did not have a police report.
The claim was honored without a police report.
I also had a situation last week when a lady brought her sons phone in (he is eight years old). She said her son has been complaining that the phone was not working for months.
I told her she had insurance and make a claim. She did not know that her sons phone was covered by insurance also.
She called in front of me and I heard the the conversation, the claim was denied because you have to make a claim within 60 days.
I grab the phone and spoke to the rep and explained the situation and how sh...
(continues)
Yesterday I had a customer who lost his phone while riding a bike. He was scared to make the claim because he did not have a police report.
The claim was honored without a police report.
I also had a situation last week when a lady brought her sons phone in (he is eight years old). She said her son has been complaining that the phone was not working for months.
I told her she had insurance and make a claim. She did not know that her sons phone was covered by insurance also.
She called in front of me and I heard the the conversation, the claim was denied because you have to make a claim within 60 days.
I grab the phone and spoke to the rep and explained the situation and how sh...
(continues)
...
I have had to help customers too many times as well, they shouldnt take advantage of customers lack of knowledge of their processes, one person who was not the authorized user tried to file a claim, they told them what happened, but the person said they needed to talk to the authorized party, so he told her to call, when she they asked her what happened, and she said something along the lines of "i do not know, i thought he dropped it" and they said "well thats not what he said, we are going to have to log this as a potential fraud" the insurance companies are a joke.
...
I've actually helped some customers scam the insurance company too.
...
It's not scamming, the problem is that the insurance reps. say the exact opposite of what our brochures entail and rather than have their horrible business practices screw over the customer you tell them to tell the insurance company what they want to hear.
...
I have did that but I have also
when a customer is upgrading to a new model had them make a claim on their older model and then upgrade to a different model. That way they get a spare phone for only a $35.00 deductible.
If a customer damaged their phone and doesn't have insurance, we will add it on that day and with Nextel, for insurance to kick in you only need to make an outgoing call (there is no time period to wait) and then a day or 2 later, make a claim.
when a customer is upgrading to a new model had them make a claim on their older model and then upgrade to a different model. That way they get a spare phone for only a $35.00 deductible.
If a customer damaged their phone and doesn't have insurance, we will add it on that day and with Nextel, for insurance to kick in you only need to make an outgoing call (there is no time period to wait) and then a day or 2 later, make a claim.
...
oh, actually scam them. No sweat off my balls, but i don't do that, i tell them what to tell the insurance.
...
I never do that, but if a customer has a phone that is out of warranty but is not working (covered according to our insurance companies brochures) i tell the customer to tell them they dropped it in their sink because people keep complaining that the insurance companies want an incident, and they consider that wear and tear. after they get their replacement phone then they can run it under a faucet.
...
I do agree with some of what has been said about the insurance company since I WORK for one, I'm actually in the verification department where I get to see all kinds of fraud going on.
Anyways... UNLESS you have a phone that costs at least $230 and up don't bother about getting insurance! You know your own character. If you know you are a total ditz who looses phones like you change undies (ok i won't take it to extremes) what i'm trying to say is that if you know you "misplace" things a lot then insurance is good for you.
If you have a job (ex. construction) and you forsee your phone getting damaged then insurance is good for you. It all depends on the situation. I don't know about you, but I much rather pay a "montly" premium (u...
(continues)
Anyways... UNLESS you have a phone that costs at least $230 and up don't bother about getting insurance! You know your own character. If you know you are a total ditz who looses phones like you change undies (ok i won't take it to extremes) what i'm trying to say is that if you know you "misplace" things a lot then insurance is good for you.
If you have a job (ex. construction) and you forsee your phone getting damaged then insurance is good for you. It all depends on the situation. I don't know about you, but I much rather pay a "montly" premium (u...
(continues)
...
