A few weeks ago I wrote about my trouble getting Stef’s Connecticut registration properly off-the-books. After a little phone tree hell I spoke with Jackie–my guardian angel at the DMV. Today I met her equally angelic co-worker Ann.
As it turns out there was still paperwork to be processed and a few hoops to jump before we could be straightened out.
“Don’t worry,” said Ann.
You know what? I won’t!
For my end of the deal I cajoled Stef to take a photo of her current insurance card and email it to me. I then forwarded the photo to Ann.
I so want this journey to be over, but this is the DMV. Its evil might be more powerful than the combined goodness of Jackie and Ann.
Insurance companies and other users of voice driven systems try their best to reduce their employees time on the phone. Unfortunately, they are free and easy with mine. It’s almost as though they don’t care.
OK–not almost. They really don’t care about my time. Do they?
I knew I was in trouble when the voice prompt asked if I wanted more information about my prescription. “No,” said I. The disembodied computer voice told me anyway!
After any yes/no question was answered by me the automated voice waited three or four seconds before giving an acknowledgment. It was a demeaning experience. Truth is we’ve democratized this type of experience to the point where everyone is uniformly treated like crap!
The low point came when my order had been entered. I was told my cost would be $70. The voice then asked if I still wanted to get the prescription filled!
If you want to know what’s wrong with our insurance system there’s a perfect example. No one should ever have to answer that question. No one should deprive themselves of needed medication because it’s expensive. I can afford the drugs, but I’m sure people hear that $70 prompt every day and are forced to say “No.”
In the end every part of my prescription experience was cold, uninviting and devoid of human compassion. Maybe the idea of the insurance company is to discourage me from spending their money. Ya’ think?
If Ann and Jackie could handle all my calls for help the world would be a much better place!