I lost my luggage. You know the feeling; you’re patiently waiting at the luggage claim hoping that the next lap will bring your bag so you can be on your way. Yeah, my bag didn’t come. Long story short, I picked up fresh new threads and kicks along with some badass cufflinks on the insurance company’s dime.
Digging deeper into the long story part, it was in fact nearly six months of back and forth with said insurance company before it was confirmed to me today that they would reimburse me. Another long story short – someone who did not travel with us booked tickets for my colleagues and me. The cardholder then gave up that credit card in a career move within the organization meaning that, as far as the insurance company was concerned, we didn’t have insurance. In the end, I managed to convince them otherwise.
Looking back on this turn of events, I’ve noticed a change in myself. Typically, I can be a bit of a hothead if I’m not getting my way. If you’ve been on the receiving end, you’ll understand. This time was different – I made an effort to calmly explain the situation to every agent I spoke with on the phone time and again. I won hearts and minds throughout their company, probably because levelheaded, pragmatic insured persons making a claim are few and far between. I thanked them for their assistance, even giving immediate feedback on how helpful they had been.
Toward the end when I was sent another email with information I knew, and they should have known, was wrong, I ramped up my “directness” as my wife calls it. In my response, I said something to the effect of “come on guys, this is messed up and here’s why. It’s been a long time and I’ve been patient, all I’m asking is that you pay out a legitimate claim.” That was just before Christmas, and when I followed up in early January, they told me to expect a cheque in five to ten business days.
I always knew that you get more with honey than you do with vinegar but sometimes with everything going on, it’s easy to forget how you’re saying what you’re saying. I don’t know what role my demeanour played in having my claim paid out but I can only assume the people on the other end of the phone are more willing to help someone who treats them like fellow human beings.