I have a happy story about insurance, and that feels like such a rare thing to be in possession of, I bring it straightaway to you as a little shining treasure for us all to huddle ’round, warming our hands in the glow. It is about CAR insurance, which is not as rare or good as a story about HEALTH insurance, but we take what we can get in these odd times.
Our car insurance renews on April 1st. We’ve been with the same company for years and years (before Rob was born, I’m pretty sure, and he’s 17), and I know the routine by now: the renewal reminder comes with the next year’s cards, more than a month before it’s needed. This year I didn’t even open it, just put it aside for when I was ready to pay it.
I was forgetting that this year we have a new driver on our policy. I was also forgetting that back in January, the insurance company emailed and said that in order for Rob to maintain his Good Student discount, we’d need to fresh proof, and that proof was due February 7th. I replied with an attached pdf of his PSAT scores and never gave it another thought.
If I HAD remembered all of this, I would have opened the envelope right away, to make sure there was plenty of time to fix things if they hadn’t gone right. But alas. I pay bills on Saturday nights, and this past Saturday was the Saturday night before April 1st, so I got out my credit card and opened the envelope—and thought “Ohhhhhhhhhh riiiiiiiiiiight.” The total seemed high, but it WOULD seem high: in the last year we’ve added a new driver AND another car to the policy. I checked and there was no mention of a Good Student discount—but maybe it wouldn’t be listed? I wasn’t sure.
I went to the computer to contact the company, and I stopped first at my mail folder to find the email where I’d attached a pdf of his scores, so that I could refer to the date I’d sent it. Annnnnnd I found it, in my drafts folder. My DRAFTS folder. NEVER SENT.
I was completely flummoxed. I sometimes save a draft of a personal or business letter if I want to read it one more time before sending, but I couldn’t think of ANY REASON AT ALL why in this case I would have saved a draft instead of sending right away.
This is when I panicked and hit “Send.” Which was dumb, because if I hadn’t done that, I could still have acted like it was all just a big mystery. “What, you didn’t get it? But I sent it back in January!” Instead I was all “ACK ACK ACK IT DIDN’T SEND, IF I SEND IT FAST ENOUGH MAYBE IT’LL GET THERE TWO MONTHS AGO!!!”
Then I sat there, feeling immediate sender’s remorse. Combined, of course, with the dismay of seeing “draft.” I went back to the email to look again at the date the paperwork was due—and it was STILL in drafts. IT HAD NOT SENT. The page had done the reloading thing it does when an email is sent, but it had NOT BEEN SENT. This explained everything, which was good, but was also MADDENING: it was NOT MY FAULT, and yet I was the one in EXPENSIVE TROUBLE!! And what was I going to say? “Oh, my email thing messed up and didn’t send”? No. It would be difficult to think of something that sounded MORE like a lie, and yet I was witnessing it before my very eyes: I sent it a couple more times, and each time it reloaded without sending and without notifying me that it hadn’t sent.
This was where I started saying to Paul, “You know, worst case scenario is we don’t get the Good Student discount this year. It is not the end of the world.” It is good to say soothing words at such times, even if those words are desperate lies that fool no one.
I logged into my car insurance account, found the Contact Us section, and sent a breezy note. I pretended I had the same temperament as my brother, who does not get ruffled about things. “Oh heyyyyyyyy just wondering if you guys got those documents about the Good Student discount or if maybe it’s already on there and just doesn’t show or what, you know, whatever, I’m absolutely relaxed about this either way.” Then I went back to the kitchen and explained to Paul how many levels of stupid I felt: I didn’t check to make sure they got the documents! I didn’t open the stupid envelope! And now here it is, EASTER WEEKEND, with the payment due in less than a week, and I’m all “Oh, hey guys, LAST-MINUTE PROBLEM ON A HOLIDAY WEEKEND, and it’s all my fault except for the part that sounds like a lie.”
(This is where, when I was telling this story to my mom, she said, “This had better start getting happier soon.”)
I expected to get an email back saying “We did not receive the documents, and now it is too late.” Furthermore, I expected to get that email in about a week, AFTER I’d already had to pay for the policy. Instead I got an email EASTER MORNING, saying “I checked into it, and I don’t see any documents. You can send them to us via any of these several methods.” No mention of it being too late. No snarky remark. Perhaps SHE was also pretending to be HER brother.
And so I sent the pdf to the email address mentioned. I expected it to save as a draft, but instead it actually sent. I got back an automatic email confirming receipt of documents and saying it could take 5-7 days to review them. I expected that, after review, they would email saying that unfortunately the deadline had passed, or that the documents were not acceptable. Instead, I got an email THIS MORNING, less than 24 hours later, informing me of a change to my policy—and, when I logged on, I saw the Good Student discount had been applied.
I don’t mind telling you that my eyes WELLED UP with stunned gratitude. In all my worst-case/best-case scenario-building, I NEVER thought of the scenario where I would contact them, they would ask me to re-send the documents, and then they would just…give me the discount. My imagined best-case scenario was the one where I would beg for leniency and they would reluctantly grant it, possibly with some unpleasant wording that would cause me to have imaginary arguments with them later. My second-best best-case scenario was the one where they would say no but be nice about it and sound sincerely regretful, and where I would breath through my nose and have a shot of brandy and manage to make “It’s only money / It’s only money / It’s only money” work for me. Instead I have the Good Student discount, and it was easy, and they were nice.