The System is Broken

Since I work multiple part-time jobs, I’m currently in a lower-income season of my life. (That’s a whole other post you can remind me to return to later.) Consequently, I’ve been applying for things like government-based medical insurance and hospital assistance with my medical bills. It’s been an arduous and long process, and it has taught me exactly how broken the system is.

“Which system?” you ask, looking up from Instagram and taking a sip of your coffee while you wait for me to clarify.

“Yes,” I say. “All of them.”

Here are a few facts about me that I can take zero credit for:

1. I was born with a brain that is good at learning. I am that annoying person who likes school and tests.
2. I was blessed with a good education. I am among the 50% of US citizens who have a college degree.
3. I am even more blessed to be a well-resourced individual. Despite having a lower income than usual right now, I have internet access, strong support from friends and family, and connections across many careers and fields.

And yet, I have literally banged my head on my remarkable sturdy dining room table during this slew of paperwork, online applications, phone interviews, and body probes.

Okay, I made that last part up. But barely.

I’ve been confused (why do you need 3 copies of my bank statements in the same envelope?!), filled out at least 17 questionnaires (not exaggerating), rescheduled calls by calling at the appointed time (this makes no sense), and searched in vain for a working fax machine (do they still exist?! The government thinks they do!) And even though I seem to have made it through these painful application processes, it’s not even getting easier or more clear from here.

The system is broken.

For example:

On Monday I receive two letters in the mail. The first one I open tells me, “Congratulations! You’ve been accepted into the basic health plan! To join the Plus account, simply send in a small monthly payment!”

So I open the next letter, which says, “Due to the pandemic, we have suspended payments on health plans until further notice.”

Hmm, okay.

On Tuesday, I receive a third letter, which says, “Congratulations! You’ve been accepted into the Plus health plan! Go online to fill out a questionnaire and activate your account!”

Oh, okay?

I toddle online, fill out an 18th questionnaire, and then go to my Dashboard, where it says (in bright yellow), “Our records show that your account is no longer active.”

Wait, what?

The system is broken.

And here’s the thing: these systems exist to help people. They were thought of in the first place by someone who thought, “If you don’t have a lot of money you should still be able to have health insurance.” A valid, kind, and helpful thought.

But, along the way, those valid, kind, and helpful thoughts get messy. They become broken systems, full of circles, letters in triplicate, and non-existent fax machines. And I’m not here to blame anyone, at least not right now when I (seem to) have health insurance. But if I, an intelligent, educated, and well-resourced individual, almost gave up on this process four different times? Well, clearly things are real rough.

And because I’m not in a blaming mood, here’s my thought for the day: I am genuinely impressed that the system accomplishes anything, ever. So if you work in the system (any of them) and you get something done, know that I am amazed and proud of you. You are doing the good work! You’re defeating the odds! And yes, there may be days when you want to flush your non-existent fax machine down the world’s largest toilet, but when you get something done, you have held onto those valid, kind, and helpful ideas, and made them come true.

So yes, the system is broken, but that makes you, the system navigator, a true hero.

Cheers.