There is nothing worse than the idea of your own money getting lost. The process of claiming funds, albeit fax free, is frustrating to begin with, spending $500 on band-aids is even worse. It is easy to have the sense that you are always having your money wasted on things, and the more accounts it gets tied up in, the more likely you'll be locked out at the wrong moment. It is all about how you make people feel.. Not the actual words you use. It is all about how the system makes people feel, not the amount of work it takes.
UX, CX & What Your Audience is Really Seeing