>>> The murder of a health care CEO has unleashed a torrent of online anger towards the health insurance industry. Here's WCCO's Esme Murphy.

>> You think that I didn't need anesthesia? >> Reporter: An industry under fire -- >> Keep her alive. >> Reporter: All over social media. And right here in

Minnesota. >> They just make everything so unclear. >> Reporter: As many struggle navigating the health insurance industry. >> It's like they just purposely make it confusing.

>> Reporter: An issue the Wright family has been dealing with since January. >> I want -- >> Reporter: Trying to get approval for their son Everett's facial reanimation

surgery. >> The nerves in the brain that control facial movement, so his ability to smile and frown. >> Reporter: Have you ever smiled before?

>> I smile with my heart. >> Reporter: Do you want to smile with your face? >> Yeah, I do. >> Reporter: After a denial, then appeals, and

FINALLY, AN APPROVAL. We're waiting on this final signature, which we've been promised multiple times. And right now, it feels like they're running out the clock

again. >> Reporter: The family is now in limbo. >> You can tell that they are running their business as efficiently as possible, like a business. >> Reporter: In fact, 12%

of claims were denied last year, a 20% jump from 2020. Nearly 60% of insured adults experienced some issue with their coverage in the previous

year, leaving families like this at their wit's end at a time when health care companies are on high alert. >> We need to make changes, and we need to do it in a hurry.

Our country's at a tipping point in health care. As we hear about it in our public debates, we have to solve this problem. >> Reporter: A problem the Wrights hope is going to be

solved. >> I think it would be life-altering. >> Reporter: -- so they can see their little boy smile for the first time.

Edina family shares struggles with navigating health insurance industry

Edina family shares struggles with navigating health insurance industry