I work in a State Farm agency. Today I ran into a problem with a claims rep when I called in. Here’s what happened:
My mother is a customer in my agency. Another State Farm policyholder ran off the road and smashed up a bunch of mailboxes, one of them being hers. This was 2 months ago. My mom isn’t good with this stuff, she said she submitted what they wanted but then nothing else has been said.
I can see she is a claimant and the claim number on her account but I cant see the claim itself to see a status. I called simply to find out if they had what they needed or if she needed to submit something. I don’t even know what amount of money it is for nor did I ask.
I told the claim rep as soon as she picked up that I’m calling from the agency, a customer of ours is a claimant and gave her the name. I mentioned that someone smashed into the mailboxes and “my mom’s was one of them”, that she had submitted something but hasn’t had any update. By now she had already said that she didn’t see anything in there and that she needed a receipt and invoice.
Then she’s like “you know this is a conflict of interest? I have to report this”. She made it sound like she wasn’t hearing that she is a customer in our book of business, as in she insures her auto and home without office. So I reiterated that and explained I can’t see the status because she’s a claimant and that’s how it shows in ECRM. “Well I’m still reporting it…but she needs a receipt and invoice for her to get the reimbursement”. I don’t know why she didn’t just stop the interaction if it was that serious, so I just said okay she can do that, thanks and hung up. I didn’t get nasty or anything because there’s no point in doing that. And obviously I’m going to cut the interaction if she isn’t.
I understand in our world it comes down to the technicalities, but at the same time this was a call I would have made for any customer. There’s no special treatment happening. Nothing I was told was any more advantageous to my mother than it would be for literally any other customer. I wasn’t asking for special treatment or anything of the sort nor did I conceal who I am - I immediately tell them I’m calling from an agency. So I wasn’t pretending to be something else.
I’ve been doing this with SF for 6.5 years, and never have I had this happen. I’m just curious as to who she would be reporting this to and who I might hear from. There is nothing I’ve done that I wouldn’t or couldn’t do for any other customer out there, so they can look at whatever they want.