(I work in the home insurance department for a large insurer. We offer standard Buildings and Contents with an optional add-on of Home Emergency. This is for burst pipes, boilers going down, etc.)
Me: “Good afternoon, you’re through to [name]. How can I help you today?”
Customer: “I’ve just bought a new TV. Is it covered under my Contents insurance?”
Me: “Yes, it will be covered under Contents.”
Customer: “And is it covered under Home Emergency?”
Me: “Sorry, how do you mean?”
Customer: *sighs* “I MEAN, how long will it take for you to get a replacement television out to me if this one stops working?”
Me: “Um…unfortunately your television is not covered under Home Emergency.”
Customer: “Why not?!”
Me: “We don’t class a broken television as an emergency.”
Customer: “Well I do, and I know I’m right! What do I do if my television breaks and I can’t watch my programmes? GOD D*** PHONE MONKEYS!” *hangs up*
