Why Do We Let Processes Create More Work for Our Customers?

Recently, my friend, "Sue", told me about a situation which occurred regarding her Flood Insurance with Auto-Owners (www.auto-owners.com). Sue received the insurance bill and dutifully paid the amount to Auto-Owners prior to the due date, in fact 2 weeks prior to "get it off of her desk", she said. About a week after payment was made, Sue received a letter in the mail from her mortgage company telling her that they had received a bill from Auto-Owners for that same Flood Insurance she had... To continue reading this story Click Here