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

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