Just spent over 20 minutes on the phone with an ANGRY man.
He's a lead. I called him. He's LIVID over his Humana coverage, but Humana is the cheapest he could find. Still over $400 a month though. According to him, the policy doesn't pay for anything until his $6300 deductible is met.
So he basically paid over $400 a month for the whole year and the insurance never did anything for him.
He purchased it last open enrollment directly through a website. He does not qualify for a subsidy. When I told him that he probably should have gone through an agent because an agent could help him, he became even ruder, became defensive, and said verbatim: "you know, you agents are funny. Help me? Help me how? Will you pay my monthly premium? Can you wave a magic wand and make the premium miraculously disappear? Can you beg for the company to give it to me for cheaper? I don't qualify for the subsidy, so you can't help me there. Please tell me in which damn way an agent could possibly help me? I'm looking at your BCBS plans and none of them are cheaper. So, please, how in the world can you help me?"
I won't lie, it stumped me a bit.
I feel like he was using me as an emotional punching bag. Probably didn't help that I called him around 6 PM on a saturday. He eventually got super frustrated and hung up.
I even once told him "I will talk turkey with you because I feel like you've had some bad experiences before. Let's talk man to man". He said "beautiful, I appreciate that". I thought saying that would diffuse him, but it didn't.
Anyway, I'm new and have very little experience in situations like this. What should I have done? Should I have realized he was just angry and I was an easy target, and put up with it until he calmed down, or should I have drawn a line and said something along the lines of, "sir, I can't help you if you will be rude to me, or take out your anger on me", or something like that?
He's a lead. I called him. He's LIVID over his Humana coverage, but Humana is the cheapest he could find. Still over $400 a month though. According to him, the policy doesn't pay for anything until his $6300 deductible is met.
So he basically paid over $400 a month for the whole year and the insurance never did anything for him.
He purchased it last open enrollment directly through a website. He does not qualify for a subsidy. When I told him that he probably should have gone through an agent because an agent could help him, he became even ruder, became defensive, and said verbatim: "you know, you agents are funny. Help me? Help me how? Will you pay my monthly premium? Can you wave a magic wand and make the premium miraculously disappear? Can you beg for the company to give it to me for cheaper? I don't qualify for the subsidy, so you can't help me there. Please tell me in which damn way an agent could possibly help me? I'm looking at your BCBS plans and none of them are cheaper. So, please, how in the world can you help me?"
I won't lie, it stumped me a bit.
I feel like he was using me as an emotional punching bag. Probably didn't help that I called him around 6 PM on a saturday. He eventually got super frustrated and hung up.
I even once told him "I will talk turkey with you because I feel like you've had some bad experiences before. Let's talk man to man". He said "beautiful, I appreciate that". I thought saying that would diffuse him, but it didn't.
Anyway, I'm new and have very little experience in situations like this. What should I have done? Should I have realized he was just angry and I was an easy target, and put up with it until he calmed down, or should I have drawn a line and said something along the lines of, "sir, I can't help you if you will be rude to me, or take out your anger on me", or something like that?