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For this month’s cover story, I spoke with Mitchell International’s Mike Mahoney about obstructions to information flow between claims and underwriting. What does a contentious exchange—or the absence of communication at all between the two—really cost the insurer? What internal warfare is waged in the minds of P&C professionals who may inhabit the same office space but draw upon different philosophies on managing risk and whom to hold accountable when profitability plummets and claims costs spiral out of control? Beyond undermining careers or the occasional company teambuilding retreat (“You want Tina from accounting to…catch me…Like, with her arms?) this disconnect undermines insurers’ collective fraud-fighting power and overall profitability.

Once a certain level of depersonalization sets in, is there ever a point of “no return,” or conversely, hope for real unification as opposed to tepid acquiscence?

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