As the insurance industry pushes ahead into the next decade, adapting to change and, in some cases, leading change, those committed to the industry and its purpose face an underlying tension that they all wish would just go away.

They wish the industry were not so hated by the public.

While hate is a strong word and potentially offensive — relative to other products, services and industries — insurance definitely ranks toward the bottom relative to respect. On my personal quest to impact this, I find that you can learn a lot by examining the worst of the possible behaviors — that is, insurance fraud.

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