Insurance policy and glasses. Policyholders frequently believe insurance will protect them from all manner of unexpected events and are surprised to find their policies may not provide the level of coverage expected. (Photo: iStockphoto)

When it comes to claims, insurance companies operate like high-speed trains. Their goal is to take insurance claims from Point A to Point B as quickly as possible with no stops. Anything that might slow a claim down has to go through a strict cost-benefit analysis and management approval.

So, if speed is the “status quo,” then why do claims get contentious and drag out for months or years?

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