Some very good observations posted about the topic. I worked for the federal government for more than thirty years in a sometimes adversarial role as a claims examiner and I developed a fairly thick skin pretty quick as many people resort to ad hominem attacks pretty quickly when frustrated, mad or feel that the system is abusing them. It takes a lot of tact to work with people to get them through their anger and to get them to become coherent so you can try to help them through the intricacies of the claims process.
Getting people to hear what you say instead of taking offense at everything as if you don't believe them is a big problem. Explaining you believe them but that evidence to prove the claim is needed and questioning them as to when, where, what and how can be maddening. Many times communication starts with letters that are full of legalese required by the lawyers and that puts claimants off too.
We live in the age of instant communication and often that becomes instant miscommunication.