Insult to Injury

Chapter NineCUSTOMER CARE

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WE HAD RESTED OUR CASE. THE DEFENSE WAS UP. FOR UNUMProvident’s first witness, Horace Green called Sandra Fryc. Fryc was finally going to get to answer questions from a friendly examiner. She testified that she began working with Paul Revere in 1987 as a claims examiner. She worked in that position for two years. Through various promotions she moved to the positions of development manager, claims manager, and claims quality performance consultant. Fryc said that as a claims manager, she was involved in the training of claims personnel and in mentoring them—helping adjusters with specific problems or questions involving claims.

She stated that Paul Revere’s philosophy concerning claims handling was to perform a “thorough, ...