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.
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.