Content Overview
- Overview
- Prepare Before You Make A Call
- What To Do When You Are Ready To Place The Call
- How To Make A Friend At The Insurance Company
- How To Ask Your Question
- If You Do Not Get The Response You Want: Ask For A Supervisor
- How To Talk With A Supervisor
- What To Do When It Is Time To End The Call With The Insurer
- What To Do After A Call With An Insurer
How To Talk With The People At Your Insurance Company (Make A Friend)
What To Do When You Are Ready To Place The Call
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Think about how to get through the computerized telephone tree
This is the first and sometimes the largest hurdle to overcome when calling an insurance company. As you work your way through the system's layers, write down which numbers you push and where you go. This will help speed up your future calls.
Patience and calm are difficult to maintain -- particularly if you end up at a place you've already been before. However, it's necessary to be patient and remain calm so you don't end up yelling at the first person who answers, assuming you do get a human.
Check out www.widowpc.com/2005/11/bypass_phone_tr.php to see if it lists the key to getting through to the company you're calling.
If the company isn't listed, suggestions that may help you get to a human quicker are:
- Don't push any numbers once you connect with the central number. Often the computer will assume you have a rotary phone and will switch you to a live operator.
- If that doesn't work, Push 0. If pushing zero once doesn't work, try pressing it two, three or even four times while ignoring prompts that say something like "invalid number." Sometimes *0 or 0# also works. If you're lucky you'll be connected to an operator.
- If the system is voice activated, instead of pressing "0," speak the word "operator" or "representative" or "agent."
- Today's systems that route calls also have the ability to assign low priority to frequent callers or high priority to someone who's calling back after abandoning the system on previous attempts. You can try calling and hanging up several times to see if that works.
Do not expect the first person you get to be the person you need.
The first person you speak with is probably not the person you need to speak to so don't start into your whole story. Instead, ask to speak to either the person by name or to the department you need. Explain your need concisely. For example:
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- "I need to speak to someone in group health claims"
- "I have a billing question about my individual health insurance policy. Can you connect me to that department?"
Collect names
Once you're past the operator, find out with whom you're talking. Rather than start out with a cold, "Who are you?" offer first, "Hi, my name is Lorenzo Jones, what's your name please?" When you obtain the name, write it down. In addition to writing it down correctly, also write it in a style that will make it easy for you to remember how to pronounce it later. For example, the name, Sheenan could be pronounced "shhh-neen".
Some companies won't allow employees to state their full name Generally a first name with the phone number and department is sufficient to identify the person later if necessary.
Get the name right
Sometimes, people answer with, "Claims, Shrrrtcpplxt Ann speaking." Don't wait or guess. Now is the time to get it right: "I'm sorry I didn't catch the name. How do you spell it please?"
Use the name back
Let the person at the company know you need his or her name so you can talk more easily. For example: "Well, hi, Carla Ann, my name's Belle Jones. I have a question about my bill. I sure hope you can help me." If the person offers that she goes by a nickname, note the name -- and use it.
When you get the right person in the right department
- If your frustration is overwhelming by the time you speak with the person who can help you, rather than screaming at the person, let him or her know as calmly as you can that you need a moment to get past the frustration because of the difficulty you had getting through to the person.
- Ask for a direct phone number "in case we get cut off." You don't need to also state it, but having the number will also make it easier for you in the future.
- It's time to make a friend.
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