|One of two pages sent in every correspondence from Anthem|
Recently, you were kind enough to send me a letter indicating that you were terribly sorry to have to raise our health insurance premium again, especially given your dedication to providing excellent service to your clients. The increase of 39%, you stated, was due to rising costs and in no way reflected your corporate culture to, again, "provide optimal health benefits to your subscribers." Yesterday, I received a Statement of Benefits Claim from your central offices, probably the thirtieth or so in the last six months. I should stress that each of these Statement of Benefits is NOT for a separate medical claim; many are doubles and some are erroneous. However, each of these statements of benefits is accompanied by two other pieces of paper, once of which I've included here and a blank envelope. The two pieces of paper are not personalized but are, rather, standard Notice of Language Assistance papers. As you might know by now, since we have been your clients for nearly five years (and for ten years before that under a different plan), we need only get information from you in English, the primary language spoken in our home. While I appreciate your efforts in cultural competency (I have actually done a bit of work in that area myself and it's GRAND to see how it's being taken up by private enterprise), I imagine you could stop sending me that extra paper and the envelope (I'm not certain what its use is) and thereby curtail some cost. It also might lend some credence to your claim that you are constantly raising premiums due to rising costs, thereby improving our relationship and perhaps making it less antagonistic. I'm not sure how many persons it takes to gather all this paperwork, collate it, stuff it into envelopes, stamp and mail it or whether this is all done by machine, but given the other inefficiencies of your organization, I imagine you might save a bit of cash if you eliminated some of this paper. Perhaps you could use one of your sophisticated computer programmers to tag a client with his/her language and then send the necessary information in that language only, saving the two pages of Notice of Language Assistance for your new clients (those lucky enough to be signing up now for your excellent service).
In the meantime, I am making quite a stack of recycled white paper on which to print out my memoir, some of which, I'm sure, will pertain to our relationship over these many years.