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> On the 2021 phone call, which was recorded by the company, nurse Victoria Kavanaugh told her colleague that a doctor contracted by United to review the case had concluded that McNaughton’s treatment was “not medically necessary.” Her colleague, Dave Opperman, reacted to the news with a long laugh.
>“I knew that was coming,” said Opperman, who heads up a United subsidiary that brokered the health insurance contract between United and Penn State. “I did too,” Kavanaugh replied.
> Opperman then complained about McNaughton’s mother, whom he referred to as “this woman,” for “screaming and yelling” and “throwing tantrums” during calls with United.
I don't have a lot of sympathy for these people.
One of my early crap jobs was the mailroom at a Wausau Insurance branch. A claims adjuster gave me a case to make copies of, not warning me I’d be seeing graphic pics of a kid smashed between a dumpster and a wall. I guess she was so immune to that stuff by that point that it didn’t occur to her.
When I gave it back to her I remarked on how tragic the incident was. Her reply was that the mom had two other kids and was going to make a lot of money off this. Naturally the claims adjuster was white and the kid was black. There was testimony in the case about how much their brother’s death traumatized the two surviving boys, who saw it happen. How they tended to just cling to each other in meetings with a therapist.
On top of that the incident occurred because the insurance company had told the Rent-A-Center that their employees weren’t allowed to help delivery trucks back in, specifically because of liability if something like this happened (kid ran behind the dumpster to get a ball right as a delivery truck hit the dumpster).
The job warps these people into losing their humanity.