I spent an inordinate amount of time with four different representatives of my home and previous auto insurer. I was calling with a question on one policy and to verify the due date on another. One of the best companies which serves military personnel, dependents and family members, it is known for quality products and excellent customer service. I have been a member for over 30 years.
All that said, this company has changed its authentication process and now expects codes, none of which were available to me. This led to a less than salubrious experience when first an associate and then his supervisor informed me that their hands were tied and they could not discuss anything further. Having attempted to retrieve the code while on the phone, and failed as the call was dropped, I became more determined to resolve the situation and called back again.
Fortunately, my call landed in a smart woman's queue. I calmly explained the previous problem and my reasons for calling. She listened and then said she needed to place me on a brief hold while she fetched what turned out to be another smart woman who is part of the security department. Questions were asked and answered quickly and the matter was handled. Things were concluded when I spoke with a man who first apologized. With nothing more due until January, I hope not to call again anytime soon.
I've just had a coffee and paid my remaining bills...
Why do humans overcomplicate things?