Sunday, October 24, 2010

When they Don't Take No for an Answer...

The husband and I are in the process of switching around our health insurance provider, in the hopes of both saving some money and providing us a little bit of flexibility in our lives. Along the way, I picked up an unwanted broker from somewhere in Ohio, who was a little too insistent. I decided to go with someone local, for the sake of convenience, and because I prefer dealing with people who handle my insurance face-to-face. If I can see your eyes, I can decide whether or not I trust you handling my money. Learning this, the broker (Bill from Truth Benefits in Ohio) sent back an email that was, to put it mildly, patronizing and annoying. I sent the following response.


It's rather presumptuous of you to assume that the broker I'm dealing with is, or is not, experienced with individual coverage. Seeing as I did not share the brokerage, I'm not entirely certain how you would know what they do and do not know how to do. But then, joyously, I read the following paragraph of your email.

"If you needed a complicated surgery, would you rather go to a doctor
down the street that has never performed an operation just because
he/she was local or travel across the country to go to someone who has
done the procedure thousands of times?"

I'm not sure about you, but I've always learned that an insult to the intelligence of a customer (even a veiled insult) is not a good way to do business with them. Your message is patronizing, at best, and the sentiment is not appreciated. How I choose to go about selecting a broker or health insurance provider is my own business, and your method of attempting to sway my opinion has successfully ensured that you will not be involved in the process.

I have already expressed a lack of interest in furthering my business with you. Again, your response has made it clear that I've chosen wisely. Do not contact me again.

~Kieran Roy,
Not your customer

Considering how angry I was when I read his email this morning, I think that came off pretty nicely, don't you? We shall see if he makes the mistake of retorting...