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保険会社との交渉で、成長を感じる

ある件で、損害保険会社としばらくやり取りをしていたのだけど、終盤でもめにもめた。

【理由】
・クレジットカードの付帯保険では1件10万円までサポート
・でも複数カードを保有している場合は、合算可能

と言われていたので、ある修理代約12万円を2枚のクレジットカード付帯保険でまかなうことになり、手続きしたのだが、後になって「クレジットカード付帯保険では合算不可でトータルで10万円が限度です」との通知。

『そんなの今になって言われても遅いし知らない。それはそっちの間違いだから、初めから言っていた保証内容を守ることを要求する。』とは言ったものの、約款上そうなっているのなら仕方がない。でも手間もかかっているのですんなり認めるのも嫌な気持ちがするので、ちょっと粘ってみた。


ここで、対応してくれた保険会社の方は一貫した態度を貫いていた。

それは、ひたすら僕に対して平身低頭お詫びする姿勢。
・僕には全く非が無く、全てその方が悪いと認める
・そして、手間を取らせた上に支払えないことへの詫び

そして決め手は
・逆の立場だったら、本当に納得ができないことは重々承知しているという言葉

これは、7つの習慣で「感情移入のコミュニケーション」と言われている。これを味わったのは久しぶりのことだった。そこまで言ってもらえると、十分自分を理解してもらった実感が沸くのと、これ以上問題を引きずっても仕方ないので、自分で解決策を探しに行くことになる。

保険会社の方が「ご理解いただきありがとうございました」と言った後、僕はすかさず言った。

「最後に一言だけ良いですか?」

「今回の○○さんの一貫したお詫びの姿勢は素晴らしく、十分に気持ちが伝わってきました。話がもめてしまったのは残念でしたが、良い対応をしてもらったことはとても良かったと思います」

うーん、僕も大人になったものだ(笑)。

|

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