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