Customer Trust After Brian Thompson and Change Healthcare

On December 4, 2024, UnitedHealthcare CEO Brian Thompson was shot and killed outside the New York Hilton Midtown. The cartridge cases were inscribed "delay," "deny," and "depose." The public reaction — over 100,000 "haha" reactions on the company's bereavement post — became a cultural inflection point for the entire health insurance industry. Less than a year earlier, the Change Healthcare ransomware attack had already exposed the protected health information of more than 100 million Americans. This module is essential because every UnitedHealth Group employee in 2026 is operating in the shadow of these events, and interviewers want to see candidates who understand that.