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More a business process than a technology thing, but a certain insurance company allowed customers to contact them via free-form email. This wasn't because they liked to make it easy for the customer; it's because they were too cheap to put together a proper web-based "Contact us" form that verified all the information required was included before submission.Customer emails in - usually in response to a request we'd sent them. This request we sent invariably had a deadline, and failure to resolve the issue before the deadline would result in their policy being cancelled. Bit of an issue because driving around without motor insurance is illegal in this country.
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