Delay, Deny, Defend

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[Copyright]
Prologue
Introduction
1. How Insurance Works
2. How Insurance Doesn’t Work
3. Moral Hazard, the Bottom Line, and the Origins of Delay, Deny, Defend
4. McKinsey Redefines the Game: Claims as a Profit Center
5. Mr. Incredible Goes to Work: The New, Systematic Claims Process
6. Lawyers, Claimants, and Into the MIST: Segmenting Automobile Claims
7. “Insurance Company Rules” for Auto Claims
8. The Risk of “All Risks” Homeowners Insurance
9. Hurricane Katrina and Other Insurance Catastrophes
10. Insurance Fraud and Other Frauds
11. How Consumers Can Respond to Delay, Deny, Defend
12. How to Stop Delay, Deny, Defend
Appendix: More Resources
More on Delay, Deny, Defend
Insurance in General
Choosing an Insurance Company
Keeping Up to Date
Other Sources
Acknowledgments
Index
Source, notes...