The ootb experience is what matters to most. As people seem to just want it to work. I personally love the bare bones.. but most users don't really customize much or want to conduct a whole study on alternative apps or settings. I would be fine with polished and basic settings complemented with an advanced settings menu and other apps.
The Naval warfare centre guy and JP Morgan chase guy for sure. Especially if people shine some more light on this and bring it to the attention of their employers.
The law should get a provision that if an insurer does not have his shit in order, another insurer can provide the service and Bill the failed insurer at 150pct.
Anyone that finds your take controversial, I would consider insane.
More specifically... the school on paper also agrees with you. They rolled out a whole system to make sure these things go well for employees. There has just never been actually implemented and now we see the result.
So the systems setup for this need to be more than lip service for the brochure or "thoughts and prayers". And yes this requires an investigation as this could definitely rise to negligent homicide or something.
All unavoidable costs should be in the price listed/advertised/shown.