West v. State Farm · CJ-2025-135 · Exhibit 13
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98% approvals triggered the old roof plays
After seeing 98% approval of team-manager reviews, Moss said the number did not match prior-year findings. Christensen ordered oversight of overturn reviews and told the quality team to “go back to what worked in the past,” exposing pressure to reproduce earlier roof outcomes.
I am going to ask the quality pillar to execute on what has worked in the past.
- manager review
- repeat the plays
- 2023
Source: Released court-filed record · filed PDF pages 57–58. The source page is preserved; Friedman & Associates’ attribution sits outside it.