another bad user experience

2023-12-21T00:53:34Z

My employer got bought (again) about a year ago, so we're being moved onto a new benefits setup as of January 1. This means new health insurance (with new prices, sigh...). We were told we'd get our ID cards in December. I have an appointment in early January that would be a pain to reschedule, so I've been watching for these.

Today I received physical mail, but instead of cards, it contained a piece of paper telling me my plan ID # and a URL where I can request cards or print my own.

They sent me paper to tell me how to request paper, instead of just sending the actual paper I needed.

After creating an account (another set of hoops, elided) I saved PDF copies, but I also asked for physical cards because paper probably won't stay in good shape in a wallet for a year. But this was unnecessarily complicated. I also hit a stupid limit: you can make one request per day, but both my medical and dental insurance are now with this carrier, that's two cards, and there was no way to request all cards. I requested the first, which was apparently successful, and when I requested the second I was told I couldn't.

The letter I got suggested I could use "digital cards", meaning download an image on my phone and skip the paper entirely, to "save space in my wallet" (not a concern, since I'm replacing this year's cards!). But my healthcare providers always want to hold the cards, sometimes keeping them for a while so they can do data entry at their convenience during my visit, and I'm not handing over my phone for that. My phone stays with me or, at worst, within my sight and otherwise locked. So paper it is.

I don't know if I'm abnormal or the insurance provider didn't think through their security model (maybe both). They sure didn't think through their model of what's convenient for users or lower-waste for the planet. By the time this is done they will, it appears, have sent me three separate pieces of physical mail.

comments

so much meaning in one capital letter

2018-02-06T04:13:25Z

My synagogue has been focusing (to varying degrees) on disability inclusion for the last couple years. They have recently taken to writing the word as "disAbility". I find it patronizing, trite, and a huge step backwards. It reeks of "special!", of having no expectations -- which to me is not validating but repelling. It replaces dealing with individual people, with all their complexities with feel-good promotional slogans.

Do not claim that my disability is some kind of special "ability". It's not. It's just part of how God made me, a thing I deal with and mostly manage pretty well, sometimes by asking for specific help, sometimes by acknowledging my limitations and not taking certain paths, same as everybody else. I don't obsess over my disability; why should you? I expect you to not place stumbling-blocks before me. I expect you to listen and do your best to accommodate when I make reasonable requests. I neither expect nor want you to make a fuss over me, to somehow claim that I have "different abilities", or to give me a free pass on things that are otherwise required of everybody. That's stuff some people do with children. I am not a child; do not treat me like one.

And even if my disability does somehow come with a special ability? (Technically I suppose it might.) If so, it's just an "ability". Not an "Ability", and certainly not a "disAbility". That just feels like spin, and ineffective spin at that. And that brings us back to "patronizing".

Don't. Just don't.

Surely in Jewish Disability Awareness Month, we can do better.

comments

Monica

another bad user experience

so much meaning in one capital letter