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In idealizing democracy, we can imagine it to be infinitely resilient. In times of crisis, we can call on it when necessary. Then great men and women rise to the occasion to help restore order to chaos.

The same could be said for the dedicated claims professionals for whom we write. In an unassuming way, they restore order to policyholders’ lives, often at great personal peril. If that seems like a dramatic statement, then so be it. The nature of the job is dramatic. Moreover, many of the readers who judiciously filled out this year’s survey are tasked with not only expediting the return to indemnity—and thus normalcy—but also in mobilizing and inspiring the troops and innovating the processes, business acumen, and technical infrastructure that keep the system humming along. 

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