the insured against loss is embodied in the policy document, often fifty .. authority to direct Allstate to produce the McKinsey documents. When. A couple of weeks ago Allstate made its McKinsey & Co. documents available on its website. The document dump involved approximately. McKinsey & Company has been a major influence on insurance company claim Allstate had refused or was slow producing documents to the Department as it .

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Because of their protective role in the lives of ordinary citizens, insurers have long operated as semi-public trusts.

Insurance Claim Delays Deliver Massive Profits To Industry By Shorting Customers | HuffPost

But since the mids, a new profit-hungry model, xocuments with weak regulation, has mckisney that ancient social contract. Rather than adjusting claims the traditional way, which gave claims managers wide latitude allstage serve customers, insurers embraced a computer-driven method that produced purposefully low offers to claimants.

Those who took the low-ball offers received prompt service, while those who didn’t had their claims delayed and potentially were reduced to bringing expensive lawsuits to fight for their benefits.

As former Allstate agent Shannon Kmatz told the American Association for Justicethe trial lawyers’ lobby, the strategy was to make claims “so expensive and so time-consuming that lawyers would start refusing to help clients.

McKinsey, which was reportedly hired by Allstate inprepared about 12, PowerPoint slides to present its plan. The slides were introduced in litigation inwhen the insurer turned them over under a temporary protective order. David Berardinelli, a New Mexico-based mciknsey lawyer who was working on the case, detailed the slides in his book, “From Good Hands to Boxing Gloves: The Dark Side of Insurance.

Allstate releases McKinsey Documents! | Dimechimes ClaimSmentor Adjuster Information Blog

McKinsey’s strategy put profits above all. One slide in the McKinsey presentation illustrated dkcuments philosophy by painting the insurance business as a zero-sum game: Allstate gains — others must lose.

Allstate has certainly gained: The stunning increase, said Russ Roberts, docuuments through “driving down loss values to an average of 30 percent below the actual market cost” — that is, paying dramatically less on claims.

But Allstate’s rise in profits has led most of the industry to adopt the same approach. McKinsey has worked with State Farm, another insurance giant, and other companies in redesigning their claims systems.

Feinman cautioned in his book ” Delay, Deny, Defend ” that the two major names “are just the largest players in the industry Roberts told HuffPost that, by his estimate, the companies that take in 70 percent of total insurance profits in the United States now abuse their obligations to their policyholders.

The top 10 list was led by William R. According to an unpublished Harris Interactive Poll conducted in September, 16 percent of surveyed adults have experienced financial hardship while waiting for an insurance claim to be settled or know someone who has.


A claim delayed by even a month can spell financial disaster for a family. Madeleine Burdette, a retiree, is an Allstate customer who reported mcckinsey experience on the popular website AllstateInsuranceSucks. When her Georgia home burned in AlostateBurdette was in Ohio, where she lives most of the year. She said the fire marshal in Georgia told her that her house would have to alstate torn down.

Just the outside walls were left untouched. The next day, she said, Burdette’s Allstate adjuster told her the house could be repaired. Allstate also said it would have to do a thorough investigation to determine if the fire was caused by arson.

If it was arson, the adjuster told Burdette, Allstate would not pay for any damages. According to former employeessuch investigations are a common practice at Allstate and are encouraged by supervisors as a way to avoid paying claims quickly. Burdette, who lives on her Social Security checks, allxtate from Ohio to survey the damage herself.

While in Georgia, she contacted public adjuster Anita Taff. Public adjusters serve as advocates for individuals who feel they need another set of eyes on a claim.

Allstate’s McKinsey Documents Now Available

Taff met with Burdette at the house, Burdette said, and discussed the damage with the contractor Burdette had hired. Upon returning to Ohio, Burdette spoke with Taff over the phone to find out what her impression was.

Burdette said Taff warned her that the contractor might go along with Allstate’s insistence that the house could be repaired.

She explained that while a claim is being held up, the insurance company may stop paying the policyholder’s additional living expenses, forcing the policyholder to cover mortgage and rent entirely out of pocket.

Burdette said she immediately called the contractor and told him not to go near her house. According to Burdette, she received a phone call within 10 minutes from her Allstate adjuster asking her not to hire Taff or any other public adjuster. Taken aback, she then asked if it wasn’t in his best interest to settle the claim. Although the Allstate adjuster eventually agreed to work with Taff on Burdette’s claim, her troubles did not end. Burdette had explicitly told Allstate not to pay the contractor a dime, she said, but the company paid him under her policy anyway.

The contractor couldn’t be reached for comment. She consulted four different lawyers to see if she had a legal case. While she said they all agreed that she was entitled to reimbursement, she said they also agreed that she lacked the funds to fight the insurance giant. Roberts, the management consultant, said that companies like Allstate attempt to pass off claims delays as fluke occurrences.

But, he said, they are actually routine and intentional products of the McKinsey system: Feinman, the Rutgers law professor, also suggested the deck is stacked against individuals who make claims.


You call dovuments the insurance company.

You describe the circumstances. Maybe they send an adjuster out, and they say it’s not covered, or it’s covered but here’s the dollar amount that we’re obligated to pay you,” he said. Most people, Feinman said, do not have the expertise “to know whether or not that’s right. Allstate spokeswoman Laura Strykowski said the company can’t comment on specific cases because of privacy requirements, but considers its claims process both legal and effective. But experts like Feinman argue that insurance regulation has become little more than a fig leaf.

State insurance departments are usually understaffed and overwhelmed. And even if they had the legal firepower to contend with giant insurance companies, Feinman said, mckisney regulators are closer to the industry than they are mckisey.

When combined with penalties that Feinman described as “laughably low” in many states, this close relationship means that regulation does not provide an effective allstare on insurance companies.

And state governments themselves have incentive to place consumers on the backburner. Because insurance taxes are a major source of revenue for the states, said Roberts, insurance oversight commissions are usually more concerned with keeping companies solvent than resolving the problems of policyholders.

With the exception of the federal Affordable Care Act, insurance is regulated on a state-by-state basis.

Although most states set a specific timeline for how quickly an insurance company must initially respond to claims, there is much more leeway when it comes to settling those claims. For example, in Missourian insurer must acknowledge receipt of a claim within 10 days and either pay or deny it within 15 days of receiving all necessary documentation. However, if the insurer decides it needs more time to investigate, it may keep delaying as long as it updates the policyholder every 45 days.

In Georgia, where Burdette’s house burned down, the insurer must notify the policyholder if it will affirm or deny a claim within 60 days. However, the insurer does not have to settle the amount it will pay within that period. Many states have similar provisions that allow insurers to put off paying claims indefinitely.

According to NAIC dataclaim delays have long been the most frequent cause of policyholder complaint. These data only reflect confirmed complaints — the ones that the state insurance commission has investigated — so the actual number of delayed claims is likely much higher. Complaining to state regulators about the insurer’s delay is always an option, but its effectiveness is questionable at best. Tap here to turn on desktop notifications to get the news sent straight to you.