The recent tragic death of UnitedHealthcare CEO Brian Thompson, who was shot outside the company’s annual investors’ conference, thrust my book “Delay, Deny, Defend: Why Insurance Companies Don’t Pay Claims and What You Can Do About It” into the spotlight. Investigators at the scene found bullet casings inscribed with the words “delay,” “deny,” and “depose,” a chilling echo of my book’s title. This unsettling connection has brought the ongoing anger and frustration many Americans feel toward their insurance companies into sharp focus.
While the killing itself was a tragedy, the aftermath brought an outpouring of online outrage. Many did not mourn Thompson’s death; instead, they expressed fury at UnitedHealthcare and other insurers for failing to cover essential medical treatments. In fact, some online trolls even celebrated the alleged killer as a “vigilante,” a twisted hero who had taken matters into his own hands. Speaking as an insurance scholar, I was not surprised by this ghoulish response. It underscores a deep and widespread resentment toward the insurance industry—a feeling that stretches far beyond health insurance to encompass all types of coverage, from homeowners to auto insurance.
The Rising Discontent with Insurers
The dissatisfaction with insurance companies is not a new phenomenon, but it has become more pronounced in recent years. Health insurance, of course, is the most obvious target of frustration. Policyholders are infuriated when insurers delay or deny valid claims, often leaving them to navigate a labyrinth of bureaucracy just to get the care they are entitled to. Yet this sense of betrayal is not limited to health insurance.
In many states, homeowners insurance is becoming harder to obtain, with coverage shrinking even as natural disasters grow more frequent and severe. Auto insurance premiums are climbing, further squeezing household budgets. These trends are feeding a growing sense of injustice and disillusionment with insurers of all kinds.
Why Policyholders Feel Betrayed
A recurring theme in the stories I hear from policyholders is the feeling of being misled by insurance companies. Many are shocked and outraged when their claims are delayed or denied, despite believing they were properly covered. For many, the anger stems from the fact that insurers fail to uphold their end of the bargain—paying claims promptly and fairly.
But these problems often begin long before a claim is filed. Most consumers don’t fully understand what they’re purchasing when they buy insurance. In many cases, homeowners, auto, and other policyholders are not given clear, easily digestible information about what their policies cover and what they don’t. Insurance companies rarely provide straightforward, accessible summaries of policy terms, leaving consumers in the dark about what they’re actually paying for.
Even when people do receive copies of their policies, they’re typically filled with complex, dense legal jargon that most consumers are ill-equipped to interpret. Without a clear understanding of the policy, they’re left with a false sense of security. They may think they’re “in good hands” with a “good neighbor,” as some of the insurance industry’s iconic slogans suggest, only to find out later that they are not covered as they expected.
When disaster strikes—whether it’s a medical emergency, a car accident, or a natural disaster—many Americans are shocked to learn that their insurance policies are riddled with gaps in coverage. Health insurance, for instance, often comes with a tangled web of limitations, from provider networks to medical necessity rules, that leave policyholders footing a larger bill than anticipated. Similarly, homeowners insurance may exclude coverage for certain types of damage, despite the fact that homeowners reasonably expect full protection against major losses.
The Consequences of Unmet Expectations
This growing gap between what policyholders expect and what they actually receive has left many Americans feeling betrayed by the very companies they pay to protect them. Health insurance, in particular, is a constant source of frustration, with consumers facing hurdles such as preauthorization requirements, out-of-network charges, and surprise medical bills. Homeowners, meanwhile, are increasingly finding that their policies are no longer comprehensive enough to protect them from the rising costs of climate change, inflation, and other factors.
The sense of betrayal is palpable. People feel as though they’ve been paying for security, only to be left without the protection they thought they had. This breach of trust is not only a financial burden but an emotional one, as people are left to deal with the aftermath of disasters without the support they were promised.
The Call for Change
As Americans continue to express their frustration, it’s clear that there is a deep desire for reform in the insurance industry. Insurers must be held accountable for their failure to deliver on their promises. Transparency, fairness, and timely claim payments should be the standard—not the exception. Until the industry reforms, the rage that many Americans feel will only continue to grow, and tragic events like the death of Brian Thompson may only serve to highlight the simmering resentment that already exists
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