Poll of the Day > There's a new tiktok trend involving what I do for work

(+) Yeah! (+)

Insurance claim reps recording themselves talking to difficult customers and posting it on tiktok.

I find it so unethical and violating for the customers. I hope they all get found out and fired.

I just saw this one:

https://www.tiktok.com/t/ZPR3jrb2k/

This should be a 100% private conversation. I don't care if there's no SPI or PII in the video. An examination under oath (not examination of oath as this woman keeps saying) is a serious legal proceeding where you testify under penalty of perjury and is completed by a licensed attorney. You are also allowed to have your own representation. If someone is under SIU investigation and need to sit for an EUO that is extremely stressful. This type of conversation should never be broadcast out to the general public. It's an extremely private matter.

Would that not conflict with company protocol? You know, client-expert confidentiality and all that? What about that vocalized disclaimer about calls being recorded for QA purposes? Surely, their videos would be enough to get them the figurative axe?

EclairReturns posted...

Would that not conflict with company protocol? You know, client-expert confidentiality and all that? What about that vocalized disclaimer about calls being recorded for QA purposes? Surely, their videos would be enough to get them the figurative axe?

I would hope so. I almost want to find where these people live and send the videos to the departments of insurance in their state because I just find this so egregious. I don't really care if you don't know as a viewer who they're talking to. It's a private business conversation. We only record calls ourselves for quality assurance so why are they broadcasting?

And are they telling people they're recording the call for other than quality assurance purposes or does it not matter because you can only hear one party?

It's just all unethical.

Jen0125 posted...

Insurance claim reps recording themselves talking to difficult customers and posting it on tiktok.

I find it so unethical and violating for the customers. I hope they all get found out and fired.

I just saw this one:

https://www.tiktok.com/t/ZPR3jrb2k/

This should be a 100% private conversation. I don't care if there's no SPI or PII in the video. An examination under oath (not examination of oath as this woman keeps saying) is a serious legal proceeding where you testify under penalty of perjury and is completed by a licensed attorney. You are also allowed to have your own representation. If someone is under SIU investigation and need to sit for an EUO that is extremely stressful. This type of conversation should never be broadcast out to the general public. It's an extremely private matter.

Yeah, that is not cool and should be a fire-able offense at any company. Every year the company I used to work for had employees go through security and privacy training, with a whole section dedicated to social media specifically for stuff like this.

There are so many creators doing this. All anyone needs to do is find out what state they live in and file a department of insurance complaint and likely their job is GONE

Seems to be a trend with a lot of people in customer service jobs.

Like, the stories of "You wouldn't believe this crazy call I got today.." that is fine. I like those. But recording calls and posting them on the internet just feels a bit wrong, even if it is funny. I don't think anyone would be laughing if I showed someone's W2 and said "Hey, look how little this VP gets payed!" even though it is fully possible for me to do that.

Dikitain posted...

Seems to be a trend with a lot of people in customer service jobs.

Like, the stories of "You wouldn't believe this crazy call I got today.." that is fine. I like those. But recording calls and posting them on the internet just feels a bit wrong, even if it is funny. I don't think anyone would be laughing if I showed someone's W2 and said "Hey, look how little this VP gets payed!" even though it is fully possible for me to do that.

I agree with what you said about verbal recall vs recording and posting for internet scrutiny. It just feels very very very slimy especially in my profession. Insurance is so highly regulated. I wouldn't be surprised if the DOI or companies start to address a trend like this. It's not a good look.

As a customer, would you love knowing you were on the phone with a claim specialist and they recorded themselves eyerolling at everything you were saying or posting them sternly explaining things to you for internet points? I'd be mortified even if no one knew it was me on the other side and I'd lose a lot of faith in my insurance company and switch immediately.

I'm extremely reluctant to do any sort of calls like this because I already assume they're eyerolling at how dumb on the phone I am to begin with (I know they're generally not if you're being respectful, but you know, the brain works that way); if I found out I was being recorded purely for entertainment 'mortified' would be an absolute understatement

Especially if they're splicing it to make themselves look superior

agesboy posted...

I'm extremely reluctant to do any sort of calls like this because I already assume they're eyerolling at how dumb on the phone I am to begin with (I know they're generally not if you're being respectful, but you know, the brain works that way); if I found out I was being recorded purely for entertainment 'mortified' would be an absolute understatement

Especially if they're splicing it to make themselves look superior

I know the feeling. I've actually worked in call centers twice and spent the last ten or so years running meetings by phone and yet I still hate having to call a business for something. Just weird brain stuff.

I assume they aren't including the customer side of the call, that would go from something that could get you fired to something that could get you in legal trouble.

It really bothers me because I get abuse from customers all the time at my job because people don't know how insurance works, they don't understand what's actually covered, and they're a layperson being denied money. People already hate insurance companies and have driven a reputation that nothing is covered because they just assume that nothing is covered because they got a denied claim.

These people are doing nothing to dispel the idea that we are actually regular people with empathy and compassion trying to help them understand their claim and do what is right by their contract. It just makes us look like the pieces of shit they think we are. I try really hard to make sure upset customers end a call with an understanding, even if they don't like the outcome going on. These people just look like assholes.

You're not a piece of shit Jen it's the higher ups