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. Stick to facts and 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. _________________________________