Have you encountered a bad situation that was made worse by something that is meant to help? Here’s a recent example of mine – I had to take my son to an emergency room while vacationing in Asia but the most frustrating part was dealing with insurance when we got home. The agent who initially processed my claim put me (and my money) in limbo – no external or internal follow-up communication, inaccessible and invisible in the client portal – because they didn’t follow the process for handling non-English documents. This poor customer service was entirely preventable and, though I’m not an insurance industry expert, I’m going to tell you how.