I didn’t actually send these letters. Blogging the thoughts helps me settle down and control the stress-related blood pressure spikes that occur when, irony or ironies, I’m attempting to use the health insurance company web site.
Dear Customer Service Department;
I found what I needed while waiting on hold. That means the information was too hard to find, the web site is not user-friendly, and the time on hold to reach a representative is much too long.
Dear Benefits Service;
Thank you for your prompt assistance and good advice. I’m pleased you walked me through the process to make sure it worked rather than just handing out pithy advice like “Use a different browser.” In fact, I should have thought of it myself. My geek brain was exhausted from searching for the EOBs while on hold waiting for customer service.
Thank you for your moral support as we navigate the mazes of these online services.