I see it slightly differently - I don't see people claiming on insurance to get a afresh loadout of missiles or a top-up of Q fuel as incompetence, I see it as there being a path of least resistance which players are choosing to take over other options the game makers would rather you use. Their attemt to introduce more resistance to an exploit is not incompetence it's balance and Beta is going to be a world of butt hurt for those who think otherwise.
That said, no I don't feel they went around it the right way, as we have discussed in this thread just upping claim times blanket across the board in this stage of development is to not understand the reasons why backers must claim and assumes everyone is claiming to take advantage of an exploit where maybe only 30 percent of players are doing it for that.
At the end of every play session I claim all my ships back on insurance. I do it because it's easy to do and guarantees my next play session begins with all options available to me. Is it the only reason I claim? Hell no I claim twice as much because of bugs including gameplay problems refule/repairing in a legit way and also by being destroyed by PvP asshats who think the 'Verse and everyone in it is their own private shoot'em up.
I see a viable solution being penalties which build up over a chain of claims, starting with a couple extra minutes for a second claim building to additional hours after 6/7 claims and 3 hours jail time for persistent insurance fraud, like 5 claims in one play session where each claim is after missiles/ammo reaches zero.
IRL if you torch your car because it's unecenomical to repair it and claim the wreck on insurance you've committed fraud and there are IRL consequences for that. No reason why the 'verse should not have the same.
Thats not why people were angry.
People were angry about losing access to their ships for an hour and half because of a 30k, or it falling through a planet, despawning randomly, ejecting them into space during quantum, randomly exploding, spawning in damaged, quantum jumping into a planet, spawning with no doors etc, or quite simply there being NO WAY to refuel or repair your ship because no landing pads work.
Some people lost access to their entire available fleet.
The incompetence part is CIG introducing an event their servers and game code and economy cant handle and trying to balance it by introducing punitive insurance claim times across the board, no matter what the reason for losing hour ship and flat out refusing to address the majority of bugs that cause the claims in the first place.
Its a complete disconnect from their players and backers:
”Hey buy this Carrack for $600 its shiny look look buy buy”
”Oh no, our shitty servers and bug ridden code have made your ship disappear or explode, sucks to be you, you can now go fuck yourself for an hour and half you filthy exploiter”.