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Mini Cases (3Ps Activities): Chapter 7
(recommended for use with Chapter 7)

Ms. Wilson, the writer of the following claim letter, has addressed her concerns about poor service
to the president of Metropolitan Property and Casualty Insurance. She is clearly frustrated with the
service she received--until she was connected with one customer service representative, Susan
Finneran. From a content perspective, Ms. Wilson has these complaints:
• She wanted the same insurance coverage for all four cars driven by members of her family. The
only exception was a higher deductible for coverage of her daughter's TransAm. (A deductible is
the amount of money that you automatically pay in the event of an accident. For example, if you
have a $500 deductible, and the damage to your car is $1,000, you pay $500 and the insurance
company pays $500.) Metropolitan claims Ms. Wilson dropped collision and comprehensive
coverage on her Dodge Caravan.
• Ms.