Susan* (via email): Hi, your claim for parental leave is denied. Call me if you have any questions or concerns.

Me (after calling several times): I definitely have some questions, but I haven’t been able to reach you.

Susan (via email): Don’t call ME, call the main line.

(After I call the main line): Hi, this is Susan. How can I help you?

Me: Hi, Susan! You emailed me and said my claim was denied and I have some question/concerns about that which I’d like to discuss.

Susan: Oh. Ok. You should talk those over with your case manager who will give you a call in a couple of days.

Me: Um. OK.

[A couple of days later]

Susan: Hi! I’m your case manager! How can I help you with your questions or concerns?

Me (to myself): Susan is the one and only employee at Liberty Mutual and she’s a real pain in the ass about process.

* not her real name

Categories: People