I worked customer service for years with a cell carrier in the US. It was tiring hearing everyone's problems with their luxury devices(at that time). I left and got a job at Aetna customer service 6 weeks of training and I walked in the first week on the job. After getting off a call with an elderly gentleman trying to figure out why we weren't paying for his wife's medical care. And all I could say was the plan you have well not cover that because you didn't jump through some ridiculous hoop. A hip that as a young adult I would have struggled to complete let alone a very old person who doesn't understand what is required and there is no one to help him.