This explains a lot; I’ve been thinking for years (ever since being diagnosed with a chronic health condition) about writing an essay likening the American insurance system to Kafka’s _The Trial_. The bureaucracy is absolutely soul-crushing, and has left me in tears on multiple occasions. While nearly no individual person you deal with is at fault or malicious, the whole experience ends up being something I wouldn’t…
But sometimes they can do something that helps you, so it often helps to not treat them like they are personally responsible for everything, just because they work there.