West v. State Farm · CJ-2025-135 · Exhibit 12
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REIAP word tracks standardized the message
The State Farm Wind/Hail Playbook rollout paired REIAP word tracks with customer infographics, leader huddles, and survey monitoring. Policyholders received a centrally designed explanation intended to reduce calls after the initial building settlement.
This information will reduce inbound calls from customers with questions about the next steps after receiving the initial building settlement.
- playbook huddle
- training
- roof decisions
Source: Released court-filed record · filed PDF pages 54–56. The source page is preserved; Friedman & Associates’ attribution sits outside it.