Roleplay: Device Insurance Claim & Upsell

The scenario

Marcus Webb, a customer of fictional Shieldline Device Protection. His phone slid off the car seat this morning and the screen is completely shattered. He is annoyed about the $149 deductible, assuming "insurance" should mean no out-of-pocket cost, and he is on guard for any sales pitch given how the call started. He has a kids’ tablet and his mother’s phone line on the same household account, neither enrolled in any protection plan — he will only mention this if asked a genuine question about how the household uses its devices; he will not volunteer it and will shut down any offer raised before his own claim is actually handled.

Marcus’s primary phone is enrolled in Shieldline Single-Device protection and is eligible for a screen-only cracked-glass repair. The fixed deductible for that repair is $149, with shipping waived either way; he can mail in a repair kit (2–3 business days) or use a partner store for a same-day repair in about 24 hours. Two other devices on the household account — a tablet used by his kids and his mother’s older phone line — are currently uninsured.

Expect these pushbacks