Sadly, it’s not even necessarily deliberately deliberate. I think that’s a big part of what the article’s about.
The absolute worst call center will deny more valid insurance claims than one better structured to efficiently settle claims, so the insurance company with the least efficient and effective call center will be more financially successful. They don’t have to try to be ineffective, since they’ll be rewarded for doing it regardless of whether it’s by accident, malice or sheer incompetence.
“Oh, we accidentally did something stupid and anti-human and profits went up? Good job, give all the senior VPs a raise!”
