Holy shizz, this has been a hell of a week. But there have been successes among the rampant chaos. As you know, if you read this regularly, the chaos fairies frequently play havoc with my life. They’re dogged little bastards and their latest escapades have been more than a little annoying. Yes, it’s time for the Insurance Story.

OK, so I insure my car because if I don’t then, in this country, it’s illegal. I am under no illusions that it will be easy wresting any cash from the most compliant and efficient insurance company should anything happen. I drive a completely stupid car. I admit it. It’s this car.

The thing about this car is that it has a tiny, teeny little 1.6 toyota yaris engine. It does 40mpg. But it goes from 0-60 in an excitingly short length of time, even if it’s 6 seconds rather than 4. It also goes from 60 to quite a lot more in a similarly short, blink-of-an-eye type of time. That makes it fun to drive but reasonably straightforward to insure. Cos … small engine. You know … 

Another one of its advantages is that it’s mostly made of aluminium, carbon fibre and fibreglass. This is great from the point of view of it not rusting and many bits of it degrading more slowly than normal cars. On the downside, if you prang the fibreglass it is an absolute bastard to fix. That means that, ideally, you need a fibreglass specialist rather than the lowest bidding contractor.

A few weeks ago, somebody backed into me at Tesco’s filling station (it’s always bloody Tesco’s filling station). I’m pretty sure this is not news to anyone, I think I mentioned it. The result is a couple of cracks in the wheel arch. The chap wanted to pay for it himself but I explained that it would be expensive and when I showed him the quote he did, indeed, have conniptions so I contacted my insurance company.

The insurers are a bunch called Geoffrey. The main call centre I am dealing with there is the most lovely bunch of folks up in the North East somewhere. So far I’ve spoken mostly to people with Geordie, Middlesbrough, County Durham or Northumberland accents and one Scottish lady. They are uber helpful and respond magnificently to humour, which is fairly essential when someone’s backed into your car. I cannot praise them highly enough. I always try to be decent to call centre staff, even if I’ve been waiting a while, because they’re just people and often, if you’re even remotely decent to them, they will respond warmly and make that extra effort to help you.

OK, so, like most companies these days, Geoffrey, itself, is really a sales and marketing company, they contract out the hire car side to Enterprise Rental Car, the nitty gritty of organising the work to be done is contracted out to a bunch called Incident Management Solutions, and the policy is underwritten by a company called Markerstudy. This is how capitalism works. Indeed, having worked for National Express, which contracts the nitty gritty of running many, many routes to other operators, this sort of thing is pretty standard. I understand that.

Fibreglass is an absolute bastard to repair. 

I think I mentioned that. 

This being the case, I usually ask if I can use my own repairer. I did have to use the insurance company’s repair service once. They were a decent lot. They did the bodywork on some of the vehicles at the coach company I worked for at the time. However, they didn’t get the paint curing right on the fibreglass and the first time I passed a gritter the newly re sprayed front of my previous car ended up pitted with white holes. 

Most insurers are more than happy for me to use a local Lotus specialist. Geoffrey, and then Enterprise, said they were fine with it. They just had to agree terms with the mechanic. The guy who fixes my car is extremely competitively priced. Furthermore, he knew he could fix this without replacing the whole front of the car. He also knows that many companies will automatically say they’re going to replace the entire front, but often end up not doing so. The difference being a quote for the work without changing the front is about £800 and it’s about £1,500 for the parts from anyone else.

Gerald, that’s his name, is the most honest person you could happen to meet, likewise his colleague Neil. These guys are not ones to charge more than the price of gold for the oil used in an oil change. Small bolts and washers do not miraculously become £10 on their bills unless they’ve had to buy them for that from Lotus. They are also really, and I mean really good at fixing weird niggles. It’s a Lotus and it gets lots of weird niggles. And if there are two options and one is cheaper, they will advise you to take the cheaper one if it’ll work just as well. 

As a result, GST, that’s the company name, is well in demand so I rang them and provisionally booked a slot for the work while I was on holiday. Then I broke the back of my car, which I am not claiming for because the work would cost about the same as my excess and we agreed they’d fix that at the same time.

Someone rang GST to negotiate but they couldn’t get hold of them. When they called back it rang out or a message said the call handlers were all busy. GST have better things to do with their time so I rang Geoffrey, who put me through to Incident Management Solutions. I waited for … quite a long time … and got hold of someone who was able to give me a direct line for GST to call which I passed on and all was well …

Except it wasn’t. Because GST’s hourly labour rates were too high. I’m not sure how because their labour rates are, quite frankly, lower than pretty much anyone’s. Also, the time they were doing the work meant that there was no need for a hire car, so no cost there, and of course, they hadn’t said it would need a new nose cone so that was a few grand off the ticket right there, too. 

Yes, but the labour rates were too high. They needed to reduce another 8% before VAT and pay a £20 admin fee to be in with a shout … 

So basically, as I understood it, if GST had committed fraud, by quoting for a new nose cone to up the price, but not fitting one, so they could then reduce  their labour rates to £25 an hour, or whatever it was that was stipulated in the rules, they’d have got the job even though it would have cost the insurance company more money.

That’s fucking bats. This might be the world of capitalism but that’s Nationalised Industry levels of mental, pointless, hoops, rules and inefficiency right there.

Anyway, I rang Incident Management Solutions and asked what I could do to get GST in with a shout and they explained that basically, nothing. I’d have to go with their approved repairer. I knew from the bumpf I’d received that Markerstudy, who underwrote my policy, were prepared to allow me to use my own repairer. I was advised that I should go back to the insurer, which I did and they, in turn, advised me that now I would have to go direct to the underwriter.

My first call to Markerstudy, I was put through directly from Geoffrey (the insurers) to the new claims department, because they weren’t sure Markerstudy would have all the paperwork yet. I spoke to a lady who had an accent like Gina Ahluwalia when she’s doing an impression of her mum. She explained that they had the paperwork and that she’d put me onto the Existing Claims Department. Markerstudy don’t tell you where you are in the queue so after 45 minutes I reckoned something must have gone wrong and hung up.

I tried again but this time I got a menu and chose Existing Claims, I then got another menu of items, none of which applied to my situation, so I chose 7 ‘anything else’. I’m not sure if it was a bad line or the guy at the other end didn’t seem to speak much English and certainly couldn’t understand mine. I explained what had happened.

‘So you had an accident that was your fault?’

‘No, it was the other guy’s fault.’

‘So you want to use our approved repairers?’

‘No. I don’t. I want to use my own.’

‘I will put you through to the existing claims department.’

‘Hang on, you are the existing claims department. I chose existing claims from the menu.’

‘No this is not existing claims.’

‘It should be. Honest. I picked existing claims. Then I got a menu of seven options, none of which applied to me so I chose number 7 for “anything else”. Please can you tell me what item on the menu I should choose to get put through to the existing claims department straight away.’

‘What were the menu options?’

‘I can’t remember them all but there definitely wasn’t one for using my own repairer.’

‘Then ma’am may I suggest that next time you listen to the menu carefully, then you can select the right department.’

‘Why thank you for your advice, which wasn’t condescending at all,’ I told him sweetly.

‘No problem ma’am,’ oh. I made a mental note that, clearly he’s immune to sarcasm. ‘I will put you through to the existing claims department now, yes? I am putting you through now?’

‘Yes, you may as well.’

Another heaven knows how long on hold. I started this at 10.00 am and it was getting on for 12.00 now. I was due out to lunch with a friend in 20 minutes. I decided I’d try again because no-one’s answering and knowing my luck it’d go back to the beginning and I’d end up talking to this bloke again. This time I wrote down all the menu options and chose number 3, ‘I wish to use our approved repairer.’

I got through to another man with an equally strong Nigerian accent. 

‘I will put you through to the right department,’ he said after I’d explained my predicament.

‘But … I chose “existing claims” and then “I wish to use our approved repairer” how can I be at the wrong department?’

After a long conversation like those ones you have on holiday when they only speak a few words of English and you only speak a few words of their language, except I didn’t speak any of his language at all, he basically told me that he was in a kind of triage area where they answered the phone and then put people into the queue for the relevant department. In short the menu was an irrelevant and pointless waste of time. So that was grand.

I thanked him, and as it was 12.20, and I was due to meet my friend at half past, I told him I’d ring back later.

Later that day at 4.30, I arrived home. I googled Markerstudy reviews. I invite you to do the same. There are some 5 star ones, from people who are chuffed their insurance is so cheap and there are the others, which are all 1 star, from people trying to make a claim. A big red flag for me was how many people in non-fault accidents had ended up paying their excess anyway and how many people had to involve the ombudsmen, or lawyers, to get the faintest sniff of their money. Others; more people than I was comfortable with, ranted at what a shower the approved repairers were and how comprehensively they cocked it up.

Shit. I needed something between these people and me. Also, my excess is just shy of £300. It was definitely worth paying the difference.

I rang Geoffrey Insurance and explained that I really didn’t want to go direct to Markerstudy. They spoke to Enterprise and managed to get them to agree to reopen my case if I promised to go with their own insurers. Then I rang Gerald at GST and told him to agree to whatever they asked and that I’d pay the difference. Then it was supper time.

The next morning, bright and early, I rang Geoffrey and asked for advice. Had anyone ever paid part of the claim? The lovely geordie I spoke to said I could but ask although he’d never heard of it happening and that I’d been very lucky that they’d agreed to take my claim back after closing the file.

Back to Incident Management Solutions. Number 9 in the queue this time and only fifteen minutes or so on hold. I got a lady who sounded really bored and pissed off, but she thawed considerably over our conversation and turned out to have a wonderful droll sense of humour and the bored sounding delivery transpired to be mis diagnosed laconic. She was great. I explained that I was going to pay the difference. She said that was unfair because the accident wasn’t my fault. I explained about the reviews of Markerstudy online and that I thought it was probably cheaper in the long run. She therefore made it all official by ringing GST while I was on the phone, and then confirmed that yes, they would be doing the work. Halle-fucking-luja!

This also means that they can fix some other niggles on my car for that tiny bit less because they already have it for the insurance claim, and since I’ll be on holiday at the time they’ll have it for two weeks so there won’t be the same time constraint.

I can’t help thinking that this experience represents a kind of Livy’s circle of capitalism. These days, the customer is no longer king, it’s the shareholder. Doubtless Markersure is worth billions and doing really well on the stock market because they are buying everything that moves. At ground level, that rapid expansion, which, most likely means buying a company, firing the staff routing the calls to their own call centre and piling the load for their sales advisors, rather than employing any more, results in absolutely shit customer service, but that doesn’t matter, because it’s expanding, so the shareholders still get a bonus, and it’s still a ‘successful’ company even if it’s running at a loss. (Did you know that Spotify has never made a profit?)

The cumbersome nature of behemoths, generally, coupled with all the petty, box-ticking dos and don’ts by which decisions are made within them is so very similar to the aspects of nationalised industries in the 1970s that were crap. It’s all about box ticking, rather than any form of logic or business acumen at ground level. Stuff I read about British Leyland in the 1970s and 80s and other examples of the worst inefficiencies of Britain’s nationalised industries in the that period echoes through all my experiences with modern help desks and call centres. Not to mention our government bodies now. 

Take the NHS, everything contracted out, nobody has agency … remember the problem I had getting them to deliver Mum home? The transport people box ticking, no tick, no delivery; Mum is taken home to her house and then back to hospital again. The ward administrator is livid but can do nothing because the drivers don’t answer to her and in the long run, neither does the transport company. They’re the lowest bidder so however shit the service, they’ll always get the job. All those double journeys and mistakes … is it any cheaper than organising it in house? Probably not.

So we have this weird situation where, as far as the customer is concerned, the down-to-earth, nitty-gritty of dealing with capitalism is exactly the same as dealing with a government department or everything that was shit about nationalised companies. Because it turns out that one behemoth—be it the passport office, the NHS, Google, Audible or Markersure—is very like another. Just as governments are often, flabby, inflexible and inefficient because they’re massive and complicated; so companies, when they reach the same size as a small country, seem to become the same. Full of illogical conflicting rules and guidelines that hinder rather than help. A culture of box ticking and back covering rather than actual action or customer service. But what do they care? They own their markets andtheir consumers have no choice, right? Except no. We do. It’s more difficult sometimes but we have to think about it.

There we go then.

Caveat emptor.

Check who underwrites your insurance. If it’s Markersure steer well clear.

Which leads me onto this … A few days ago someone on Facebook shared this quote from Ursula LeGuin.

‘We live in capitalism. Its power seems inescapable. So did the divine right of kings. Any human power can be resisted and changed by human beings. Resistance and change often begin in art, and very often in our art – the art of words.’

What interested me was people’s reactions. They got all democrat and republican about it. The internet is rather Little America, after all. Lots of people saying yah boo you leftie twat! You think communism (that’s what the Americans call socialism) is better do you? You think shitty inefficient communism crushing our freedoms is better do you? etc.

But it strikes me that shitty inefficient communism was exactly like the events I’ve just described. I have Mondays and Fridays, along with some Thursdays to write. The simple job of getting my insurance claim sorted out took me all my spare time on all three of those days. Obviously, the post of Ursula LeGuin’s words being on Facebook, and having seen it once, I’ll never find it again. Facebook doesn’t want you thinking about stuff before going back to make a measured response. But that’s the whole point isn’t it? Keep the customers busy doing pointless shit and they won’t notice how shit you are. They’ll be too busy concentrating on the pebbles on the path to look up and see just how shit the view has become.

Except some of us do look up. We see their shite. We so, so do.

Everything right now at every level of life is about box ticking, arse-covering, bureaucratic pissyness. Nothing is about what might work, what is logical, what is sensible and certainly, never, never, ever about about what is right. That’s why my parents have paid three quarters of a million quid in care fees and we will be pursued to the ends of the earth if Mum is deemed to have tried to give anything away to us—so we have something to inherit the way she and Dad would have wanted, for example—rather than paying it all on care fees the government promised them it would pay, before pulling the rug from under a whole generation of people when it was too late for them to act.

I don’t know what the answer is but it might be in here. If you haven’t read this book, read it right now. It makes so much sense of the way modern business and modern life runs.

Is religion is such a bad thing done the right way, you know, so it gives people principles? If today’s help-yourself-and-bollocks-to-the-rest-of-them society is anything to go by some kind of belief system — other than ‘I want it all’ might be worth having.

And finally … once again, here’s a chance to grab 12 hours of fabulous audiophonic joy for 99p (or 99c)

Yes. If you like cheap audio books, Few Are Chosen is on sale for all of march. After that the price goes up again. As always, I’m cutting my own throat here. It’s 99c on Apple, Kobo and my own website. For anyone in the States, it’s also 99c on Barnes & Noble and Chirp (which is USA and Canada). If you want to grab it while it’s mega cheap you can find store links and a bit more info here