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Index
Title Page
Copyright Page
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
Acknowledgements
Notes
Index
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