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Each year, Wolters Kluwer Financial Services editors review and analyze results from state market conduct exams. As part of the review process, they track market conduct issues by line of business. This year, their reviews indicated that five of the top 10 market conduct issues raised in property and casualty lines in 2009 were claim-related. To find out why, Claims’ Eric Gilkey spoke with Kathy Donovan, senior compliance counsel, insurance, at Wolters Kluwer Financial Services.

Why does your annual always include so many claim-related conduct issues?

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