A couple of years ago I published a post titled I, meaning not the subjective first-person singular pronoun but an abbreviation of “incompetence.” I focused on the California Department of Transportation, and mentioned in passing the CIA and FBI, where I interpreted the I in the abbreviations as just that.
My discussion in that post was based on observation, not personal experience. But since my mother died, two months ago, I have had the opportunity of experiencing institutional incompetence first-hand, and specifically with respect to institutions dealing with insurance of one kind or another. I’m therefore calling this post I2, for Insurance Incompetence.
There were three institutions that gave me this opportunity, one governmental and two private. The governmental one is, of course, the Social Security Administration (SSA), and this is the one I will discuss today.
On January 28 I received this letter, addressed to my mother:
Now, my mother died last December 3, and, since I was told by both her social worker and the funeral director that the mortuary would inform SSA of her death, I didn’t think that I needed to bother doing so, until, some time in early January, I noticed that a Social Security payment had been credited to her account. I immediately called SSA, and when I finally reached a representative, I was told that they had not been notified of her death, but that it would be registered right away. So, imagine my surprise at receiving the letter, sent about three weeks after that.
Since the letter gave me the direct line of Mrs. X, I called it as soon as I could. Of course I got her voicemail, and left a message to call me back (which the outgoing message promised to do “as soon as possible”). There was no callback, so I called again the next day, and this time I got her. When I identified myself there was no acknowledgment of my message, and, once again, I was told that there was no record of her death. Would I please fax a copy of her death certificate? After I did that I was assured that there would be no more payments, and that the surplus payment would be deducted by the Treasury.
Guess what? Today another payment appeared in my mother’s account.
Next time: private insurers.