The Customer

She calls her insurer to change the annual mileage from 6,000 to 10,000 km because her new job means a longer drive. While she waits, a recorded message says she can do everything online. She hangs up, resets her password and logs into the customer portal. She finds her policy details. The mileage field is grey and will not let her change the number. She calls again and leaves the page open while she waits. The field is still grey. Her lunch break is not…