Americans are used to getting pushed around by "the machine". Bills come from various places (utilities, hospitals, banks, the government) and we pay them without thinking. Why think that much about it? You have to pay or your precious credit rating will suffer.
But the mistakes are so common it's likely that everyone has a personal example from some point in their lives. Credit card fraud, billing errors, mistaken identity, hidden charges on a phone bill, and on and on, and on again. The companies are faceless, emotionless, and completely without loyalty to their customers. It's rather insane that we grant them fidelity in return.
You've paid your insurance bill diligently for years, but as soon as they are needed, they start looking for ways to get out of paying the claim. They will happily screw you over the tiniest technicality. The insurance industry certainly isn't the only offender in that regard.
Some people might scoff at the ideas in the article. You took out a loan, only a deadbeat leech would default on that loan and expect to keep their house. Sounds about right, but that assumes we live in the world we all imagine. The "right" world, where business still resembles interpersonal relationships. It doesn't, and we don't live there.
It shouldn't just be about fighting Wall Street greed, or getting out of an eviction. Everyone should be on top of any business from which they have purchased a service. Be informed. Force them to deliver the service they promised. Force them to make you whole when you've been screwed. Force them to prove that they have accurately managed your account and they they truly do own your debt. Above all, make them actually compete again.
It would be nice if everyone did that, but I don't actually believe that they will. Oh well...