Did you have to send an actual physical photo through the post?
I ask because that was a unique time of tech transformation. I might have had a digital camera then, but being able to email a photo wasn't yet common enough to be assumed to be possible or convenient for everyone. Just the fact that it was an 800 number and not an email for customer service says a lot. I'm reminded of watching the first Scream movie recently, where cell phones existed, but were rare enough that having one fall out of character's pocket made them immediately suspicious. A detail that would be totally inconsequential today.
This is America. Cars, tactical gear, and military vehicles are cheaper than an employee with benefits like healthcare, workers comp insurance, etc. way way way cheaper.