Claims is where "the rubber meets the road" in insurance. You can have all the insurance you need but it means very little until you actually need to file a claim and set into motion the very reason why you got the insurance in the first place. It doesn't matter what kind of insurance you have, if the claims process is handled incorrectly or the insurance company blinks for even a second then all the premiums paid and promises made mean very little.
Source: http://EzineArticles.com/6436001
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