I agree with Tony.
No system is going to make 100% of the hunters happy. There's always going to be someone claiming they were "screwed by the system."
I do, however, believe that a move to electronic applications, sales, and fulfillment will reduce the perceptions of "corruption, incompetence, malfeasance, etc"..
A well-designed and supported "First Applied, First Issued" queuing system will eliminate the issues related to delayed or lost applications, postal issues, CT processing "out of order" etc... except for those who continue to mail. (Which, in all honesty, will be an EXTREMELY small number... despite claims to the contrary..)
We've done quite a bit of market research related to liability insurance sales and online vs "offline" application and premium payment methods. In short, after repeated studies, the percentage of consumers in that space that would elect not to make a purchase if the only available means of applying and paying was online was less than 1.5%, and decreased in each successive study over the last 15+ years. (Most recently at 0.43%) This segment was offset more than 10x over by those who would be more inclined to purchase if the process was completely paperless.
Those numbers made a very clear business case for change in the industry, but were not without resistance/naysayers... It's disruption. Disruption to the marketers, used to and rather comfortable with their elaborate mail pieces... Disruptive to brokers and carriers, comfortable with their underwriters shuffling paper... But it was tested, validated, and implemented. Rather commonplace now I'd say...
The end results will be no different when it comes to shifting PA's processes online. There will be some grumbling from an extremely small segment. There will be praise from a much larger segment. Efficiencies, cost reductions, and overall satisfaction will improve.