West v. State Farm · CJ-2025-135 · Exhibit 02
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Claim tactics and cost goals share a scorecard
State Farm’s 2022 Quality Pillar Strategy asks, “How will we know the tactics are working?” and answers with claim-survey, error, productivity, claim-ratio, and expense measures. Customer claim decisions were managed in the same system as cost and operating targets.
How will we know the tactics are working?
- tactics
- results tracking
- leadership
Source: Released court-filed record · filed PDF pages 30–33. The source page is preserved; Friedman & Associates’ attribution sits outside it.