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Extreme Makeover was an ABC television series that depicted ordinary men and women undergoing drastic physical changes in diet, hairstyle, and wardrobe. At the show’s conclusion, the “subjects” were reintroduced to their families, most of whom were astonished by the physical transformation. Insurance and claim departments may never be featured on TV, but many may be due for some version of an extreme makeover. As one indicator, a recent study by Wolters Kluwer Financial Services lists the top 10 reasons that property and casualty insurers fail to achieve market conduct compliance. What is striking is that half of the top 10 transgressions involve claim-handling lapses. The five claim-related market conduct violations are:

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