I felt a bit of a pratt while I was talking to the Insurance company helpline

[Katymac]

I rang to report an accident

They rang back later to see how the car/situation was

Conversation as follows

Can I speak to Mrs Katymac?
Speaking
Can you confirm the firast line of your address?
No
You must tell me
No I won't I don't know who you are
I'm from the ins co
How do I know that?
Because I told you I am
Prove it
How
Tell me my policy number
I can't unless I know you are Mrs Katymac

This went on for a while

I then phoned the claims line & suggested they told the call centre in India about the child benefit lost CD's - so they understand why people are a bit cagey on the phone & they bloke said why would that stop you confirming your ID on the phone

Am I missing something?

PMSL how stupid are they!

Sure, you could have said "OK, hang up and I'll ring back" or something but why should you!

That's what I thought

Or they could have told you the last 4 numbers of your policy number?! No harm done then if you're not the policy holder.

Yep - but I think companies should have told their call centres about the upset over here about CB - that way it would be anticipated that people would be cagey

Not sure the child benefit database would include details of who you insure your car with . Surely you should be glad your insurance company isn't giving out your details to random strangers!

He didn't say he was from the ins co - he just asked for my address

& he rang me...he should know who (& where) I am

this so annoys me, I have had it with banks - they are in total disbelief when I refuse - and most of the time they only want to sell me something anyway!

I think the theory is that mis-dials do occur, and if they rang the wrong number and someone decided to say "yes I'm MrsKatymac"...and proceeded to find out all about your policy details, check they have the correct address etc they could potentially find out a fair bit about you.

It's data protection.

They can't give out any details or discuss policy with you unless they have checked that it is you they are dealing with. So they have to ask questions to ascertain that it is you.

It's a legal thing. There are strict laws regarding this. They are not doing it to be difficult. They would be in a hell of a lot of trouble if they didn't.

So they're supposed to protect themselves, and not care about protecting you? Bollocks.

The OP is dead right - this could so easily have been a phishing scam, and she should absolutely have done exactly as she did.

They should have figured out a protocol to guarantee mutual identification. Plenty of such protocols exist!

ermm they ARE protecting you.

How would you feel if they rang "you" - but actually the number was wrong/mis-dialled and they got someone else.

Who said "yes I'm MrsTheHerdNerd" and was then told details of YOUR account, because they asked for proof of the company that was calling in terms of address, policy number etc etc???

Anyway he rang to say I couldn't have the courtesy car that had been delivered 4 hours previously (competent huh?)

But if someone phones you and asks for your address - would you just tell them, without knowing who they are?

Or would you ask for proof of who they are

When I worked with peoples private info, I would ask people to ring me back on the published number & ask for me by name - it's the only way to ensure id

I think they should ring up and then ask you to call back on a number that you already have on your documentation.

I have been phoned by a bank and asked to go through a full security check involving a lot of personal details so I said no, I'll call back.