"Delay Deny Defend" by law professor Jay M. Feinman examines how insurance companies transformed claims departments from customer service operations into profit centers.
The book analyzes industry practices including delaying claim responses, denying valid claims, and defending decisions aggressively in legal battles. Feinman explores the role of consulting firms like McKinsey in developing strategies to minimize claims payments, the conversion of mutual insurance companies to stock companies, and the impact of computerization and data-driven claims management systems.
The book covers property, auto, and health insurance practices, providing historical context and regulatory analysis of industry transformation over recent decades.
