My patience with voicemail systems has been sorely tested this week, as such systems have caused things to take close to an hour versus five minutes dealing with a real person. Anyone who tells you that such systems are for your convenience is either stuck-on-stupid or a liar. They are for the convenience and cost-cutting of the organization using them.
This morning, I had the fun joy of dealing with such an automated system that would not put one through to a person. My insurance carrier somehow got the idea that one of the immunizations I was getting was because of an accident or injury. Even if you indicated that it was not such, it persisted with a line of questioning as if you had said yes. All this after a lecture on how any incomplete, incorrect, or otherwise dishonest answer (including apparently hitting the wrong button on the menu list) would have the fraud unit after you and you will burn, burn, burn. I’ve answered the questions, and would love to talk to a real person about why and such, but that apparently can’t take place, at least not yet. The funny thing is, the inoculation that appears to be causing the frantic notices and threats cost all of eight dollars.
Here’s a hint for the folks at FiServe and other insurance companies: you get inoculations to prevent diseases and getting them saves you the insurer money in the long run. Smart companies know this and encourage them, even if they seem exotic. They don’t threaten the person getting them, they encourage it. They also are not penny wise and pound foolish when it comes to automation. It may save you some money because you can can a few more people, but if you don’t serve the customers with it, it really doesn’t help. Feh.
Sorry, had my fill of “helpful” automation and am tired of insurance companies that presume you are up to something because you try to prevent problems.
LW
