And all because they didn't take the time to wrap the ch
Yep!!! The owner said one of the things he was proud to tell clients was that they've never had a claim! I feel badly for the guy as he has no idea what to do. I'm basically leading him through it when he's here.
What fun trying to get hold of the agent (Matt)! I called about every 1/2 hour, and he was clearly dodging my calls. Finally, about 1/2 an hour ago, I told the receptionist that all I wanted was the number for the insurance company. She asked me to hold. When she came back, she said she didn't have it but Matt would call them again in a little while to check up on them. I told her I'd be happy to speak with any other agent as they would all have access to the number. Hold. When she came back this time, she said that Matt would call them as soon as he was done with his other customer. I explained to her again that I was only looking for the number, had no interest in speaking with Matt, let her know that I'm sorry she's stuck in the middle of this, but tat Matt needed to know that I could either take the number over the phone, or I could come down to the office right now and get it myself.
VOILA! Matt came to the phone! I was told that the claim was filed, and that I needed to be patient. I said all I was looking for was the number for Colony and I would take care of calling them. He started in again about being patient, and I just kept repeating myself about wanting the number. He hung up on me! Yes, my voice was slightly raised during this, but never did I lose my cool or yell.
I called back, and he answered. I told him not to hang up on me again, and he said not to tell him what to do! I asked again for the number. "I'm transferring you to the owner of the company."
"Hello, this is Walter Evanowski."
"I'm sorry, your name again?" (making sure I'd heard correctly)
"Walter Urbanowski."
Great. Same last name. These guys are related. Now I know I'll get nowhere, but tried anyway. I let him know that I had been trying to reach Matt since 4pm yestersay, left several messages for a call-back, and wondered why he was dodging my calls. It was 'spained to me that I need to be patient and not keep calling as they're not supposed to be even talking to me since I'm not their client (and they've spoken to me enough already!). Claims can take 24 hours before they get into the system, and Matt will call me when he has the information and not before. "You do what you have to do."
WOW!!!
So, forgetting that I looked up Colony on Tuesday, but called after hours, I called my agent. He got me a number and said to call back if it wasn't right. I called, they looked up the policy, and it was the right company! I explained the situation to the receptionist, and asked about speaking with anyone that might be able to help. She transferred me to a support person. After listening to my story, she apologizedfor the agent, and had a look for the paperwork. When she came back, she confirmed that it did arrive, but had not been entered into the system. She offered to do it if I could hold, did it, took my information, and sent it over to a claims manager with an urgent tag to call me ASAP!
Since I started writing this, I was on the phone with my agent again (as well as the roofing co. owner, Rich, and a few others), and mentioned loss of use of the bedroom. He said that may make things happen a little quicker because getting us a room would be an on-going expense. So, I just called and left the support person that message.
It never ends!!!
Chuck