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Friday 18.08.2017 | Name days: Liene, Helēna, Elena, Ellena, Liena

Stolen Rafaello and cows falling on policies – actual insurance stories in Latvia

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Baltic news, News from Latvia, BNN.LV, BNN-NEWS.COM, BNN-NEWS.RUThe theft of a Rafaello box and Chanel 19 perfume, neighbours that don’t know how to use indoor plumbing, wild ferrets climbing into the house through the chimney and carrying dirt all over walls – actual stories from the everyday life in insurance companies in Latvia.

According to BALTA insurance association’s customer service manager Maija Cvetkova, clients often experience all kinds of odd situations. Call centre specialists still remember different stories they have been told by clients over the years. For example, some client’s bathtub had been broken as a result of ‘the client slipping and falling with the resulting impact breaking the bathtub’. Another client’s ceiling had collapsed in the restroom because of humidity. As it turns out, even normal everyday situations can result in serious damage being done to people’s belonging, like the situation experienced by another client when he tripped and ‘took a portable PC with him’.

The head of the call centre says sometimes theft cases can surprise even the most experienced specialists. Thieves sometimes go through all the trouble to break into someone’s home and only take Chanel No 19 perfume, coffee, wine bottles or Rafaello boxes.

Specialists of the call centre say clients should be commended for their positive view on life and great sense of humour. For example, there have been statements from clients such as «water coming from the shower, neighbours don’t know how to use indoor plumbing properly», «neighbours have flooded us – the ceiling in the restroom covered in urine» or «wild ferret entered our home through the chimney, scratched wallpapers on the walls and left soot marks everywhere».

Here are some other examples of non-standard situations and people’s attitude toward them:

Client asks to register a head injury case:

BALTA: Was the injury sustained on the hairy part of the head?

Client: Well, how should I put this? Once upon a time it was a hairy part.

Another call to the contact centre:

-Hello! This is a human calling!

Client calling the support centre:

-Hello! This is an unfortunately happy person calling!

BALTA: Do you have any questions?

-Yes, where can I receive love and happiness?

Support centre phones one client:

BALTA: Hello! Mr. Imants?

-Me? A mister? Nah, I’m just an old goat at this point.

Another call about a head injury:

-Tell me – can I get anything for having a stupid brain?

BALTA: What happened?

-Shelf on the head; the head hurts, spins and is swollen. I’m considering going to the doctor’s.

BALTA: If you feel like you’re hurt or unwell, you should go regardless of whether or not you have insurance.

-But I don’t see any cracks in my head, so I won’t be paid anything.

BALTA: It is possible you have a concussion? Insurance can be paid for concussion.

-But the question is if there is even a brain in this daft head of mine.

BALTA: I can’t say for sure on the phone. Do you have any reason to think there isn’t one?

Both speakers had a good laugh.


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