No one likes insurance companies, and what is there to like about paying for a service on the off chance you might one day need it, only to have that service provider behave with hostility and suspicion when that day arrives, doing everything they can to get out of honoring the service that they were being paid all this time to provide. Sure, not all insurers are like this, but being left in the lurch when you're already in a dire moment really sticks with you, and people's fear of that happening to them continues to propagate the myth and thus the reputation of insurers on the whole.
Anyways, insurance companies aren't even central to this post… So maybe it's not fair to go after insurance companies here. The real point of this introduction is to bring home the idea that insurance companies are notoriously difficult to deal with, stacked with layers of bureaucracy that are intentionally difficult to navigate. To the point where even their own lawyers find them difficult to deal with.
This law firm bookkeeper attempted to navigate the beauracracy of the firm's insurance-company clients by making simple direct calls, which would save the firm multiples of $25-50k and save the firm's lawyers precious time. Yet, the oblivious lawyers they were trying to help were unhappy with them apparently overstepping their role, leading the bookkeeper to apathetically step back and watch the money drain down the sink.
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