I have a conversation with customers of mine all the time, and every time it makes my brain hurt. It usually goes something like:
Customer - "You sent me a letter saying I was denied! Why did you do that?"
Me - If you look at the letter, there's a section where we explain why we denied you. In this case it looks like it was because we didn't get any information to extend your claim. We called you and your doctor, and nothing was sent to us"
Customer - "How is that my fault? I need you to reopen this!"
Me - "I'm sorry, we need this specific information before we can consider reopening it. If you send this in, we'll look at everything again"
Customer - "Well, I didn't know you were going to deny me or I would have sent it to you. Can you reopen it now that you know I'll send it in?"
Me - "In the letters we send you, we tell you what the deadline is. It also looks like we talked to you on X date and told you we needed the information by Y date or it would be closed"
Customer - "Well, I don't read your letters, so I didn't know."
And that's always where my brain breaks down. Why do people think that phrases like "I didn't know" or "I didn't read that part" or "I shouldn't have to remember that" are a good defense? With the litigious society we live in, I read *everything* that comes my way. I read my cell phone contract, I read the terms and conditions for my credit cards, I even read the riders for my home insurance! I have such a hard time with the idea that, if you didn't take the initiative to read the information sent to you, that the information shouldn't apply to you.