Easy to buy, hard to claim

Contributed by DareToAct

Delay, Denied, Defend by Jay M. Feinman.

A book on how insurance companies in the US used tactics to refuse claims. The author said that in 1990s, insurance companies hired consultants to help them redesign claim processes.  It transformed claim departments from customer service centers to profit centers and changed claims adjustors job scope from "assisting customers" to "helping company save money".
The sad state is that consumers do not know enough to know that they have been taken advantage of.  And those who know so do not know how to go about getting their money back.  The most shameful thing of all is that insurance commissioners were busy making sure that the insurance companies have enough reserves set aside to pay for claims but did not do enough to ensure fair treatment of claimants.

DareToAct