I KNOW! I can't count the number of times that I've been left in tears trying to navigate the system and find out who to call to find the answer to a simple question, or have been made to feel stupid because I don't know the answer to a simple question. It's bad enough at the best of times, but when you're already in pain or stressed about a medical condition, it's heinous. There was a time I just couldn't face opening any mail from the hospital for a while -- I ended up owing a lot of money.