Published in August 2009. (286 pages). American. Of the insurance books I have read this is my pick for the most useful book for a policyholder with an unresolved claim. Though it has an American focus, much of what is described within its pages transfers to other common law jurisdictions relatively simply. The author suggests that a disgruntled policyholder should keep going up the corporate ladder until they find an ear willing to hear their concerns. He stresses that a claim is never closed until the very last repair has been made and the last dollar paid. The book details how insurance payments should calculated and made. He makes the point that in the claims adjusting world “if it isn’t documented, it never happened; if there’s no proof, it doesn’t exist”. He explains the need for full photographic evidence and the need to hang back on repairs until the insurer has inspected the damage. The book concentrates on the procedural aspects of claim management with much emphasis on detailed phone logs, activity logs etc. Specific examples are provided. Estimated cost of repairs and the actual cost of repairs are described and the author explains that the insurer is unlikely to keep you fully versed in the real costs involved. Scopes are described and how work to be done is priced. There is considerable detail of overhead and profit accounts and a clear description of how costs are calculated. These are aspects of the industry that insurers do not tell homeowners about. Depreciation is covered as well as an explanation of the relationship between the insurer and contractor, salvage rights, buy back of damaged items etc. In addition topics such as additional living expenses, mould, cracked foundations, building code upgrades are also detailed. The author recommends hiring your own experts and knowing when to sue the insurer. At the end of the book is a section on the importance of home inventories and a glossary.