Kottke: “The Origin of Delay, Deny, Defend – In the wake of the murder of UnitedHealthcare’s CEO, a book published in 2010 by Rutgers Law professor Jay Feinman has hit the bestseller charts: Delay, Deny, Defend: Why Insurance Companies Don’t Pay Claims and What You Can Do About It. The book’s title is a reference to an insurance industry strategy of denying legitimate claims to boost profits. Bullet casings at the scene of the shooting referenced the same strategy: they were labelled “deny”, “defend”, and “depose”.  The introduction to the book is available online and it describes the origin of delay, deny, defend:

Delay, deny, defend violates the rules for handling claims that are recognized by every company, taught to adjusters, and embodied in law. Within the vast bureaucracy of insurance companies, actuaries assess risks, underwriters price policies and evaluate prospective policyholders, and agents market policies. The claims department’s only job is to pay what is owed, no more but no less. A classic text used to train adjusters, James Markham’s The Claims Environment, states the principle: “The essential function of a claim department is to fulfill the insurance company’s promise, as set forth in the insurance policy… The claim function should ensure the prompt, fair, and efficient delivery of this promise.”…