His first phone call was to a local district office, using the same 800-number that any member of the public uses, the number listed in the local phone book. When a clerk came on the line, Keith asked to be connected to someone in Claims. Another wait, and then a voice. Now Keith shifted gears; "Hi," he began. "This is Gregory Adams, District Office 329. Listen, I'm trying to reach a claims adjuster that handles an account number that ends in 6363, and the number I have goes to a fax machine."