This has been bugging me for a couple of weeks and I needed to get it off my chest. I haven't sent it directly to the company yet, but I probably will.
Dear State Farm,
I have been a customer of yours for more than twenty years and I have been generally very satisfied. Recently I had a claim after someone broke into my car, which was handled by your representatives quickly and satisfactorily except for one thing: all correspondence and shipments from your claims services partner were sent in my husband’s name.
I know that my husband’s name is on my policy (and vice versa) and that his last name comes before mine in the alphabet.
- I’ve been your customer since long before I ever met him.
- It’s my car.
- I pay for the insurance from my bank account (my husband pays for his separately from another bank account).
- I filed the related police report.
- I filed the claim.
- I made all the calls and emails related to the claim.
- I met with the adjuster.
My husband was not in any way involved in the process and yet when my replacement car stereo arrived, his name was on the box. He couldn’t even imagine what it was and was surprised as I was when he opened it to find my stereo.
Later I received two emails to my email address that began “Dear [husband’s full name],” despite the fact that I had initiated the conversations.
As I said before, I imagine that this is a database issue that has more to do with the alphabet than deliberate marginalization, but it certainly feels like sexism. I recommend that you have your claims services folks review their processes to make sure they’re more 21st Century-friendly in the future.