my health insurance company's site won't tab automatically when fields are finished, e.g. a phone number. If you have an error, they clear the fields and make you start over. They sent a new password at my request THAT DIDN"T WORK. why? oh, my bad. because to log in to their site takes one login and password and to pay takes ANOTHER login and password.
The fixes are so simple that even little me with my rudimentary HTML skillz could fix this So, i would bet you that at least one reason behind the passage of the health care reform was the sense that health insurance companies don't give a shit about their service to you or how much they waste your time when you are just trying to do what is asked of you. Like pay the premium. Get the coverage you paid for. Talk to someone who even pretends they care about your problem.
Never underestimate the potential damage of failing to treat clients with respect.