‘[My supervisor] is going to have a very “fun” conversation with him’: Entitled customer demands personal phone number of auto insurance employee, gets threatened with jail time instead

Author image for Elna McHilderson
Elna McHilderson • Managing Editor
Jan 11, 2024 1:00 PM EST

Working the phones in any job is not usually a very good time, but working the phones for insurance claims seems to be notorious for getting the worst of the Karen and male-Karen customers…

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  • Just like the internet, a phone call removes the face-to-face conversation, making it easier to say some things you might not say in real life. This kind of confidence is usually fueled by entitlement. This Redditor was working as a claims adjuster for auto insurance and had to deal with one of the worst Karens he ever encountered. This male-Karen was not only entitled but very shady. In fact, by the end of their conversation, the customer had to be reminded that what he was asking for could lead to jail time. Did that shut him up? It's to be seen. But the back-and-fourth tantrum this customer threw was all recorded and will be used against him. The next chat he is going to have won't be with OP, but with the supervisor who is very much prepared to call him out on his shady BS. Read the entire story below! And if you think this story was entertaining, you should check out this one about an entitled realtor getting a taste of karma. 

  • 01
    Cheezburger Image 9862939392
    via Felix via Rawpixel
  • 02
    Customer demands my personal cell number and blames me for him losing his job L I work as a claims adjuster for auto accidents. A customer filed a claim after hours, and I follow up with him first thing this morning.
    via u/tgmarie137
  • 03
    I have no info on the vehicle other than what he reported, and I inform him there is a possibility of it being a total loss. He immediately jumps down my throat and tells me he doesn't want his car to be a total loss, and he doesn't want me to have it moved to another location for an in person inspection. I start to
    via u/tgmarie137
  • 04
    discuss an alternative with him when he starts cursing at me and berating me, constantly interrupting me telling me to just pay the claim. If it were that easy of a job, I'd be paid less, and my job would be a of a lot easier.
    via u/tgmarie137
  • 05
    I explain that per his insurance agreement, we have to inspect the vehicle before I can make a payment for his claim, and we need to see if it is going to be a total loss or repairable. He continues to be an s, so I inform him that I will disconnect the call and try talking to him again when he has regained his composure. I hang up and go into a meeting, and he proceeds to call our customer service line over and over and over. He
    via u/tgmarie137
  • 06
    harassed a total of 4 women and refused to end the call until I accepted his call. I explained I was in a meeting and wouldn't be out for at least another 30 minutes or so. He continued to stay on the line with them for a few more minutes before hanging up and calling customer service again.
    via u/tgmarie137
  • 07
    I finally have a chance to call him back, and I explain that we can try to work with his shop in having them submit photos so we can do a preliminary check to at least see if the car is a total loss or not. He tells me he sent me photos from the night before.
    via u/tgmarie137
  • 08
    I explain that there were no attachments to the emails he sent me, and that we need very specific photos to have the most accurate review. He proceeds to tell me it is my job to call the shop and request them... which is what I told him at the start of the call anyway.
    via u/tgmarie137
  • 09
    He then demands my cell phone number. I explain that I don't have a work cell phone. He states he wants my cell phone to be able to reach me over the weekend. I informed him I will not be providing that info to him.
    via u/tgmarie137
  • 10
    He demanded it a few more times before stating he wanted to talk with my supervisor. I stated she was already informed of the situation and would be reaching out to him when she is able to. I am not allowed to give out her contact info. He tells me that I need to have her call him immediately. I remind him that
    via u/tgmarie137
  • 11
    she is my supervisor, and I cannot dictate her schedule. He proceeds to try to keep me on the phone until his demands are met. I inform him that I am going to disconnect the call if there is nothing further to discuss, and he ends the call.
    via u/tgmarie137
  • 12
    I called the shop, and they also gave me attitude stating that I was keeping a good man from his job and that I shouldn't be wasting his time like this. I asked if they could email the photos to me just so that I can get it done, and they say they will. I have an uncommon last name, so I made sure to spell it out for them multiple times since it is part of my email address. Two hours
    via u/tgmarie137
  • 13
    before I leave for the day, I still don't have the photos. I text the customer and let him know, and he told me he would call them. 5 minutes before I'm supposed to leave, I call the shop again and don't get an answer or option to leave a message. I text the customer to let him know that photos aren't received yet, and we won't be able to move forward on his claim until Monday.
    via u/tgmarie137
  • 14
    He starts blaming me for working in a different time zone stating it isn't fair that I work 3 hours ahead of him. I explain that I don't work 3 hours ahead of him, I'm just 1 hour ahead, and the shop had all day to send me the photos needed. He now states
    via u/tgmarie137
  • 15
    that since he doesn't have a rental (didn't purchase the coverage), he is going to be fired on Monday, and it's all my fault. I offer to set him up with a discounted rental, and he tells me he doesn't have a rental company in his area, but it's still my fault for him losing his job!
    via u/tgmarie137
  • 16
    Goodness gracious! I'm so sorry to hear that! You mean to tell me that your employer is so heartless as to fire you for missing a workday unexpectedly when it's your first occurrence/infraction with them? You may want to contact your state department of labor then!
    via u/tgmarie137
  • 17
    He tells me I should just pay the claim, and I'm holding up his claim for no reason to make life difficult for him. I wonder what he thinks happens to adjusters who don't follow due diligence on a claim and just... pay it. We don't get cookies, that's for sure. In fact, we face termination with our employer, fines with the state the claim was handled in, and possible jail time. Oh yeah, and
    via u/tgmarie137
  • 18
    our employer can sue us for the money we paid to the customer without authorization, and if the customer knowingly cashes the check when they know their claim wasn't supposed to have been paid out, they get reported to the federal government for insurance fraud and sued by the insurance company for repayment of the claim.
    via u/tgmarie137
  • 19
    I guess I'll see what he has to say on Monday. My supervisor has been reading my notes and keeping up to date with the claim, and she is going to have a very fun conversation with him. Especially when all the calls exhibiting his bad behavior were recorded.
    via u/tgmarie137
  • 20
    ETA: This is a single vehicle accident where the customer hit a large object in the road that he absolutely should have seen. I won't state the specifics in case he's a Redditor. He did not file a police report, and he wanted to send me photos from the scene of the accident (which took place at night) and became more irate when I stated I need a VIN photo from the sticker inside his driver's side door.
    via u/tgmarie137
  • 21
    Stellaknight 3 days ago I'm betting the 'shop' is actually one of this dude's buddies, rather than an actual shop.
    via u/stellaknight
  • 22
    bassman3143 days ago Oof. Former workers comp adjuster and I feel your pain. These were the sorts you practically prayed would get an attorney.
    via u/bassman314
  • 23
    I had one that would call me any time her disability check was late. Accused me of printing the check and then holding it at my desk to f with her. She had an attorney and had one prior to her claim being transferred to me.
    via u/bassman314
  • 24
    After the call, I called her attorney and basically said that if this happens again, we will be filing sanctions as you obviously have zero control of your client. If she has beef, she takes it to them and they can file whatever they want and we'll let the judge handle it. She never called again.
    via u/bassman314
  • 25
    I've also had cases where we basically refused to accept phone calls. One Claimant had to either email or write any questions. He had yelled at multiple call center employees, myself, my back-up, my claims assistant, my supervisor, our claims manager, and somehow got connected with our claims VP and made accusations about her ability to procreate with livestock. I kid you not.
    via u/bassman314
  • 26
    Dude was so unhinged. Do you have the ability to force them to either use email or letters to communicate? That might be a course of action here, if he continues to be abusive. I mean we get it. Dealing with claims sucks. But, literally do not bite the hand that is trying to feed you.
    via u/bassman314

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karens insurance employee call center reddit karen male karen auto insurance employee karens in the wild entitled karen karma claims adjuster r-entitled Reddit karen story karen entitled people
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