Insurance Customer Service Nightmare: 7 Ways to Get Your Insurer’s Attention
We feel your anger and frustration. We’ve been there.
Are you being ignored by your insurance company? Do you feel like you're wasting valuable time navigating through endless prompts, enduring lengthy hold times, and listening to the same boring music and automated messages over and over again?
We feel you. Whether you’re just looking for policy advice or need to file a claim, this article will help you get a fair response from your insurance provider. Here are seven ways to do that:
Know your policy number and details
One of the first things they will ask is your policy number and some personal information to help them verify your identity and locate your account. If you don't have these details handy, you'll waste time looking for them or answering more questions. Make sure you have your policy number, name, address, phone number, email, and date of birth ready before you dial.
Choose the right time to call
Some times are busier than others, depending on the volume of calls the insurance company receives. Generally speaking, the best times to call are early in the morning, late in the evening, or during the weekend. They get fewer calls at these times, so you have a better chance of getting through quickly. Avoid lunchtime, after work, or on Mondays and Fridays.
Use the online chat or email option
If your inquiry is a common one and don't want to deal with the hassle of calling and waiting on hold, try the online chat or email option that some insurance companies offer. These are usually faster and more convenient. Just type in your question or issue and get a response within minutes or hours.
Be polite and patient
This could take inhuman patience and kindness, but Dale Carnegie has a point. When dealing with people, remember that they're not creatures of logic but of emotion, bristling with prejudice and motivated by pride and vanity. So, when dealing with customer service representatives—yes, even from an insurance company—it is important to be polite and respectful. Even if you get frustrated, don't take it out on the person who answers your call or chat. They’re just doing their job. Being rude or aggressive will only make things worse and delay your resolution. Use a calm—yet firm—tone of voice. This will make the representative more willing to assist and solve your problem. Remember, you catch more flies with honey than vinegar. Okay, that’s enough self-help talk for one article.
Leverage social media
Social media platforms such as Twitter and Facebook have become valuable channels for customer service interactions. Some insurance companies have dedicated customer service handles that respond to inquiries and complaints more promptly. Publicly addressing your concerns on social media may prompt a quicker response from the company's customer service team.
Use the Call-Back option
Some insurance companies offer a call-back option where you can request a call from a customer service representative without waiting on hold. This can save you time and frustration, allowing you to continue your day until a representative can assist you.
Escalate when necessary
If you're still being ignored, consider escalating the matter. Ask to speak to a supervisor or manager who might be better equipped to address your concerns promptly.
What about independent insurance brokers?
While the strategies above can help you navigate the frustrating process of reaching out to large insurance companies, a better approach is to work with an independent insurance broker. Independent brokers act as intermediaries between policyholders and various insurance providers, offering a personalized and efficient customer service experience. Here are some of the benefits:
Personalized assistance
We take the time to understand your individual needs and tailor insurance solutions accordingly. This level of personalization can lead to quicker and more relevant responses.
Expertise
We have in-depth knowledge of various insurance products and can provide expert advice, simplifying complex insurance jargon and ensuring you make well-informed decisions.
Time-Saving
We do the legwork for you by comparing policies from different insurers, filing claims on your behalf, and expediting the entire process.
Single Point of Contact
With an independent broker like us, you have a dedicated point of contact for all your insurance needs, eliminating the need to navigate through phone menus or wait on hold for extended periods.
Advocacy
In the event of a claim dispute, we advocate on your behalf, ensuring that your interests are represented and that the claims process is expedited.
Call us at 919-443-3300 and see how easily we can review your existing policies, shop for better rates and coverage, and experience a night-and-day difference in customer service compared to your current provider.
You can also book a call here.
