Local agents want to take care of their
customers. Corporate executives must
generate shareholder profit by slowing
payment or denying claims.

Never say...

• "I think..." This may be used to delay or
  deny claims. Do not assign blame. Say
  "I don't know."
• "I got whip-lash." This triggers an
  investigation. Say "I feel neck pain."
• "There was a flood." Flood insurance is a
  separate policy. Say "I have water damage."
• "Just send me a check." This signals you
  are just looking for money. Say "I need
  to be reimbursed for my injuries."
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