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Every claims handler can tell you a story about the claim that got to him or her. It is often a story about the sudden, violent death of an ordinary person. These narratives usually include a detailed description of a small mistake that cascaded into a tragedy or a rendition of a momentary loss of attention that led to terrible consequences. These are quintessential claims stories which speak to a chaotic, unpredictable world wherein the chances of sustaining pain, suffering, and death seem much more likely. They arise from a narrow band of experience where fairness and right living count for nothing. They are intended to be disturbing because they originally disturbed the teller.


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