Interview with Nicole (Nikki) Ibsen, Customer Service Advocate (not pictured)
Customer service representatives are more than claims handlers and insurance information providers. Insurance claim representatives are professional life savers and the 911 operators of destroyed devices and human devastation. In the words of Nicole (Nikki) Ibsen, a customer service advocate for Protect Your Bubble, reps are self-proclaimed “personal technology grief counselors” who respond to claims that range from “pretty ridiculous” to “absolutely haywire.”
Here is Pt. 2 of some of the most interesting claims we have received. Click here for Pt. 1
1. A Moment of Grossness
We’ve all heard the story of a dropped phone in the toilet. But have you heard the one about the woman who dropped it into a full diaper?
One customer was left with no choice but to call PYB after she dropped her phone into a dirty diaper. “That one was pretty bad, and she was pretty disgusted too,” says Nikki, “but she didn’t know how else to go about it. It was just a ‘let’s share the grossness moment.’”
Lesson: Don’t have kids.
2. One-Handed Slip-Up
The lack of filter during these calls, and willingness to be quite explicit, adds to the hilarity of interacting with customers. Nikki shares how one woman was using both her phone and tablet in the bathroom to provide a little mood music while watching adult content and taking a bath. “She was crying on the phone when she told me she let it slip into the bathtub when she was using it one-handedly,” says Nikki.
Lesson: Tablets are not an aquatic accessory for any type of extra-curricular activity.
3. Customer Service First & Foremost: Tears of Resolution
From an awkward mechanical malfunction and heartwarming anecdote to a relationship disaster and humiliating mishap, the reasons behind filing a claim can put a representative on quite an emotional, mental and problem-solving roller coaster. But the ride is truly rewarding, especially for Nikki.
From the customer service side, Nikki empathizes. “There are always people crying,” she says. “Pretty much anybody will be able to cry, whether they’re frustrated and want to try to get something or they’re just having a really hard time in life. It’s really hard to hear on the phone that their sister’s in the hospital, their dog just died, and now their phone, of all things, is broken.”
Nikki just wants to help. She wants to be able to do something and given the opportunity, the customer with the broken device is usually so grateful. Keep in mind, not every claim can be resolved, which is Nikki’s biggest struggle. “It’s heartbreaking,” she says, when someone may be deserving, but the claim isn’t in line with the policy terms and conditions.
What’s Most Important: Protecting Your Lifestyle
The goal of PYB is to protect your lifestyle and help customers achieve the most successful outcome. “Have documentation,” advises Nikki. Identify the documentation from when you first signed up for the policy and be willing to answer questions. Also, listen to the representatives and understand the reasons behind the questions we ask. Lastly, keep things in perspective. Losing or breaking a device may feel like the end of the world, but it will get resolved, starting with excellent cooperation and our helpful expertise!
Nikki sums up her professional experiences best by saying, “I think the one thing that people need to realize is that we basically get a glimpse into human day-to-day life and how humans react when something small feels out of proportion. It’s so enlightening.”