We did some research last year that gave us a clear indication that a significant proportion of people don't read all the small print (it goes up with more complex policies) and that the average length of time it takes to read the full policy and associated documentation is well over 30 mins. Your absolutely right about the mistrust of course.
What Simples does is surface important parts of insurance policies highlighting the areas that are statistically the most problematic, combining this data with a UK based independent insurance product rating score. It then compliments this with several methods of query (one being a chatbot interface), endeavouring to be a fast answers service for quick questions. The final aim is not to be an advice service and foster a better relationship with insurers allowing customers to resolve any concerns they may have through their provider as quickly as possible.