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Violence is never justified. This unassailable truth must guide our response to this week's tragic killing of UnitedHealthcare CEO Brian Thompson, an act of violence that shocks the conscience.
Yet what is perhaps less shocking is the public's reaction to this tragedy. Thompson's death has ignited a storm of commentary, much of it reflecting long-simmering frustration with the insurance industry. As the Boston Globe's STAT observed on Friday, "the attack has prompted fresh reflection on the broken U.S. health care system."
That such a reaction has emerged, regardless of the facts of the killing, speaks volumes about the depth of discontent with a system many perceive as prioritizing profit over people.
The details surrounding the tragedy are as chilling as they are revealing. Investigators discovered the words DENY and DEFEND (common nomenclature for two of the three pillars of insurance defense—with the other being "delay") inscribed on bullet casings at the scene, a grim reference to the insurance industry's notorious practices. For years, these tactics—denying claims, defending lawsuits at all costs, and deposing claimants into exhaustion—have exemplified a profit-driven model that prioritizes corporate interests over human lives. The haunting inscription is a stark reminder of how deeply these practices have eroded trust in an industry that was designed to provide security.
"[The reaction to this] tragedy highlights the immense human cost of an industry that prioritizes profit over people," said William Cooper, a New York personal injury attorney. "Every day, I see families destroyed—not by accidents or negligence alone, but by an insurance system that erects barriers to justice and healing." Cooper's observations reflect the despair of countless individuals who have sought fairness and compassion, only to encounter roadblocks and bureaucratic indifference.
At the heart of this crisis lies a business model that incentivizes insurers to minimize payouts at the expense of those they serve. For these companies, every denied claim, delayed payment, or protracted legal battle translates into savings that bolsters their bottom line. The infamous deny-defend-delay strategy is more than a cynical slogan; it is a calculated approach that undermines the very purpose of insurance. Policyholders who pay premiums in good faith are often left to navigate a system designed to exhaust and discourage them, compounding the pain of accidents, illnesses, and tragedies.
The human cost of this approach is staggering. Families are forced to delay or forgo medical treatments while battling insurers for coverage. Victims of catastrophic injuries face financial ruin as they await decisions on claims that should be straightforward. Meanwhile, the industry reports record-breaking profits, fueling public outrage. Social media has amplified this anger, providing a platform for people to share harrowing accounts of denied claims, unjust practices, and unresponsive companies. This widespread discontent is not new, but its intensity has grown as the gap between insurers' promises and their actions becomes increasingly apparent.
Against this backdrop, to many people the killing of UnitedHealthcare's CEO is undeniably horrifying, but not entirely shocking. While the vast majority of those frustrated with the insurance industry turn to lawful means—such as lawsuits, advocacy, or public criticism—the reaction to this act of violence underscores the desperation felt when systemic grievances remain unaddressed.
The insurance industry is widely viewed as a system in crisis, and that perception is not without merit. As Cooper explains, the public's frustration is rooted in a profound sense of betrayal. "People aren't angry at insurers because they expect miracles," he said. "They're angry because they paid into these systems, followed the rules, and trusted the promises made to them—only to be abandoned when they needed help the most."
These words capture the heart of the problem: insurance is meant to provide a safety net, a source of stability and peace of mind. When that trust is broken, the consequences are not merely financial but deeply personal and emotional.
Regardless of the true motive behind Thompson's death, this flood of schadenfreude must serve as a wake-up call for both the insurance industry and policymakers. Reforming this broken system is not only a moral imperative but also a practical necessity to prevent further erosion of public trust. Insurers must embrace transparency and accountability, ensuring that policyholders receive clear, timely explanations for decisions and can challenge denials without resorting to costly legal battles. Regulatory oversight must be strengthened to curb practices that prioritize profits over people, and alternative dispute resolution mechanisms should be expanded to reduce the financial and emotional toll of litigation.
Beyond these measures, the insurance industry must undergo a cultural shift. Compassion and profitability are not mutually exclusive. Insurers that prioritize fair treatment and genuine support for their policyholders will ultimately build stronger relationships and foster greater loyalty. Companies that continue to operate under the current profit-at-all-costs model, however, risk further alienating the very people they claim to serve.
No matter how the facts of this case play out, we cannot allow this tragedy to become a justification for cynicism or inaction. Instead, it must galvanize efforts to create a fairer, more compassionate system. Only by addressing the root causes of public frustration can we hope to rebuild trust in the insurance industry and prevent future tragedies. Let this moment be a turning point, not just for the industry but for society as a whole, as we strive toward a more just and humane approach to care and accountability.
A Pulitzer Prize-nominated writer, Aron Solomon, JD, is the chief strategy officer forAmplify. He has taught entrepreneurship at McGill University and the University of Pennsylvania, and was elected to Fastcase 50, recognizing the top 50 legal innovators in the world. Aron has been featured in Newsweek, Fast Company, Fortune, Forbes, CBS News, CNBC, USA Today, ESPN, Abogados, Today's Esquire, TechCrunch, The Hill, BuzzFeed, Venture Beat, The Independent, Fortune China, Yahoo!, ABA Journal, Law.com, The Boston Globe, and many other leading publications across the globe.
The views expressed in this article are the writer's own.
