If you have a dirty carpet you can do a few things: get it cleaned, replace it with new carpet or upgrade to hardwood or tile. Or, if you're a moron, you burn down your house and build a barn over the smoldering ashes.
State Farm burnt down the house and built a barn. There absolutely were places were change was needed but the execution was terrible. For example, in claims I believe going to bigger demand pools made a lot of sense...expect they jurisdictional training and resources were garbage, they understaffed the new pools and did not account for people's experience. They took experienced total loss people and shoved them into Express while taking newbies from Express and ILR and tried to have them handle total losses.
They basically took ideas from an MBA textbook and tried to apply them without tailoring the solution to the needs of customers and the reality of the business.
Change is not bad.....but poorly planned, crappily executed change has turned and profitable industry leader into a clown show.