Delay, deny, defend. This is the mantra of the claims department. Delay the claim as long as possible (some even trying to delay you until after your statute of limitations has run). Deny the claim. If a lawsuit is filed, defend the claim. And defend it vigorously, regardless of the rules of discovery.
For example, if you file a personal injury lawsuit in California, both sides are entitled to conduct “discovery.” Part of discovery is their ability to get your medical records RELATED to the body parts you injured in the collision. This has been the law for several decades. Yet, every time, the insurance company will subpoena all of your medical records from birth until the accident. That forces you (through your attorney) to file a motion to “quash” their subpoenas.
Why do they do this? Because the more embarrassing and difficult they make it, the more likely you are to go away or get frustrated. This wouldn’t happen in a normal business, but, alas, insurance is not a normal business.
Don’t believe me? Anderson Cooper had a story about this. You can watch it or read his blog. I admit to not being the biggest Anderson Cooper fan, but he hit this story right on. Good job!