Friction:Insuretech company signed up customers on revised product using invoice that had old T&C printed on it. When claims were logged for damaged mobile phones they rejected the claim saying that this condition was not covered under the insurance terms.
Force: I bought laptop from e-coomerce and platform had tied up with insurance company to provide extended warranty on the laptop. I logged the complain during pandemic and technician visited the home, identified the fault and within a week came with mother board to replace it for free.