West v. State Farm · CJ-2025-135 · Exhibit 11
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The Wind/Hail Playbook monitored claim teams
Manduca sent the completed State Farm Wind/Hail Playbook for distribution and directed leaders to monitor calls, screen activity, and claim examples in huddles. The roof approach was a repeatable program with supervision and adoption checks, not an isolated adjuster choice.
Ramp up use of Voicemail Monitoring, Call Recording/Screen Capture and EOM activities.
- playbook
- wind and hail
- training
Source: Released court-filed record · filed PDF pages 53. The source page is preserved; Friedman & Associates’ attribution sits outside it.