Whenever you set up a system, it’s only as strong as the weakest link. Sometimes, the cause of the problem is inside the organization. Most days, when you’re driving on the freeway, you get to see the wreckage from traffic accidents. You pass by because it’s not your problem. Auto insurance companies pick up the pieces. At least, that’s what all the ads say. Out of interest, I tracked down one of the drivers to see how it really goes down. Sarah from Wisconsin was making her usual commute when she was rear-ended. She was lucky. It flipped her over but she was unhurt. Even the guys who came on the tow truck shook their heads and congratulated her on her escape without injury. “They dropped me off at an approved car rental agency. One telephone call to my auto insurance company and I was driving again.” She shook her head with a wry smile. “I never thought there were going to be problems. Roadside assistance had worked perfectly. I was in a rental car. The wreck had been cleared from the road. I was expecting a check for a replacement vehicle within days.” When you’ve got health problems, you look for a second opinion from a different physician if you don’t get the answer you want. The same holds true for auto insurance. Repair shops make money when they repair. You have a right to challenge the first shop’s assessment. Sarah got her check. It was a hassle but she struck to her guns and won out in the end.