* VINLinkwon't let mesign in whenI need itmost *"I shouldn't becancelled forthis. You needto change yourguidelines"*Finessegives youa RONA*"I'd like tochangemy bankaccount""No you'rewrong, I'mpositive Icalled TD.""Lienholderaddress is*local branchaddress*""I have anaccount withScotiabankso do I get adiscount?""I don't wantto give youmy personalinformation""I need toupdatemyaddress"*Scotiabanktransferssomeoneinsured withanothercompany**Deadairsilence*"I'd like tospeak to amanager."*Customeremail notshowing inFreshDesk*"I need tocancel myautoinsurance""Can wechange thepaymentdate fromthe 5th?""Thank youfor yourpatience, anagent w-"*click*"You havebeen veryhelpfultoday"* OFFQrequesting thewood stovequestionnaire becompleted *"No I don'twant OPCF43 I'll takemy chances"*Calls youthe wrongname but it'stoo late tocorrect them*"What doyou meanthere's acancellationpenalty?""I have beeninsured with*you people*for years!"*Insuredusesprofanity*"Put your UWon the phoneI'd like tohave a wordwith them"*Readytime for20+minutes*"Why is myhomeinsurancepremiumincreasing?""I got a callfrom you guysbut they didn'ttell me whythey called""How do youexpect me toread myrenewaldocuments?""My lawyerrequestedGRC on mycondopolicy"*Insuredwishes toparkvehicle**CustomertalksaboutCOVID*"Where areyou? Are youon the eastcoast?""I need tocancel myhomeinsurance""What's yourname andemployeenumber?""How otherpeople driveshouldn'timpact mypremium!"*Mother triesto changeson's policyw/o POC** Dealershipupset theycan't makevehicle subfor customer **UWrequestswe send19 day RL**Customer callsto pay full premwith noquestionsasked* (we loveyou)"I'd liketo get aquote"*Homeupdatesabeyancememo for2023*"Why is it soexpensivefor my 17 y/oto be on thepolicy?"*Insuredbeingcancelled fornon pay*"Before westart I wantto say thatI'm recordingyou too!"*Premiumalmost doubleswhen insuredmoves toBrampton*"I don'tknow if it'sthe LX orEX model"*Customercalls at6:29**UWmakesyou feelstupid*"This vehicleshould becheaperbecause of thesafety features"* VINLinkwon't let mesign in whenI need itmost *"I shouldn't becancelled forthis. You needto change yourguidelines"*Finessegives youa RONA*"I'd like tochangemy bankaccount""No you'rewrong, I'mpositive Icalled TD.""Lienholderaddress is*local branchaddress*""I have anaccount withScotiabankso do I get adiscount?""I don't wantto give youmy personalinformation""I need toupdatemyaddress"*Scotiabanktransferssomeoneinsured withanothercompany**Deadairsilence*"I'd like tospeak to amanager."*Customeremail notshowing inFreshDesk*"I need tocancel myautoinsurance""Can wechange thepaymentdate fromthe 5th?""Thank youfor yourpatience, anagent w-"*click*"You havebeen veryhelpfultoday"* OFFQrequesting thewood stovequestionnaire becompleted *"No I don'twant OPCF43 I'll takemy chances"*Calls youthe wrongname but it'stoo late tocorrect them*"What doyou meanthere's acancellationpenalty?""I have beeninsured with*you people*for years!"*Insuredusesprofanity*"Put your UWon the phoneI'd like tohave a wordwith them"*Readytime for20+minutes*"Why is myhomeinsurancepremiumincreasing?""I got a callfrom you guysbut they didn'ttell me whythey called""How do youexpect me toread myrenewaldocuments?""My lawyerrequestedGRC on mycondopolicy"*Insuredwishes toparkvehicle**CustomertalksaboutCOVID*"Where areyou? Are youon the eastcoast?""I need tocancel myhomeinsurance""What's yourname andemployeenumber?""How otherpeople driveshouldn'timpact mypremium!"*Mother triesto changeson's policyw/o POC** Dealershipupset theycan't makevehicle subfor customer **UWrequestswe send19 day RL**Customer callsto pay full premwith noquestionsasked* (we loveyou)"I'd liketo get aquote"*Homeupdatesabeyancememo for2023*"Why is it soexpensivefor my 17 y/oto be on thepolicy?"*Insuredbeingcancelled fornon pay*"Before westart I wantto say thatI'm recordingyou too!"*Premiumalmost doubleswhen insuredmoves toBrampton*"I don'tknow if it'sthe LX orEX model"*Customercalls at6:29**UWmakesyou feelstupid*"This vehicleshould becheaperbecause of thesafety features"

Customer Scenario Roulette - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. * VINLink won't let me sign in when I need it most *
  2. "I shouldn't be cancelled for this. You need to change your guidelines"
  3. *Finesse gives you a RONA*
  4. "I'd like to change my bank account"
  5. "No you're wrong, I'm positive I called TD."
  6. "Lienholder address is *local branch address*"
  7. "I have an account with Scotiabank so do I get a discount?"
  8. "I don't want to give you my personal information"
  9. "I need to update my address"
  10. *Scotiabank transfers someone insured with another company*
  11. *Dead air silence*
  12. "I'd like to speak to a manager."
  13. *Customer email not showing in FreshDesk*
  14. "I need to cancel my auto insurance"
  15. "Can we change the payment date from the 5th?"
  16. "Thank you for your patience, an agent w-" *click*
  17. "You have been very helpful today"
  18. * OFFQ requesting the wood stove questionnaire be completed *
  19. "No I don't want OPCF 43 I'll take my chances"
  20. *Calls you the wrong name but it's too late to correct them*
  21. "What do you mean there's a cancellation penalty?"
  22. "I have been insured with *you people* for years!"
  23. *Insured uses profanity*
  24. "Put your UW on the phone I'd like to have a word with them"
  25. *Ready time for 20+ minutes*
  26. "Why is my home insurance premium increasing?"
  27. "I got a call from you guys but they didn't tell me why they called"
  28. "How do you expect me to read my renewal documents?"
  29. "My lawyer requested GRC on my condo policy"
  30. *Insured wishes to park vehicle*
  31. *Customer talks about COVID*
  32. "Where are you? Are you on the east coast?"
  33. "I need to cancel my home insurance"
  34. "What's your name and employee number?"
  35. "How other people drive shouldn't impact my premium!"
  36. *Mother tries to change son's policy w/o POC*
  37. * Dealership upset they can't make vehicle sub for customer *
  38. *UW requests we send 19 day RL*
  39. *Customer calls to pay full prem with no questions asked* (we love you)
  40. "I'd like to get a quote"
  41. *Home updates abeyance memo for 2023*
  42. "Why is it so expensive for my 17 y/o to be on the policy?"
  43. *Insured being cancelled for non pay*
  44. "Before we start I want to say that I'm recording you too!"
  45. *Premium almost doubles when insured moves to Brampton*
  46. "I don't know if it's the LX or EX model"
  47. *Customer calls at 6:29*
  48. *UW makes you feel stupid*
  49. "This vehicle should be cheaper because of the safety features"