West v. State Farm · CJ-2025-135 · Exhibit 23
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Full-roof intervention was a tracked tactic
State Farm’s April 2021 Quarterly Business Review lists pre-settlement team-manager intervention for small-hail and light-wind roof replacements, dashboard monitoring, and “Art of the Conversation” training. A full-roof estimate went before a manager while staff learned how to explain a reduced result.
TM intervention in small hail/light wind to evaluate total roof replacement estimates prior to claim settlement
- tactics
- Art of the Conversation
- agency messaging
Source: Released court-filed record · filed PDF pages 124–125. The source page is preserved; Friedman & Associates’ attribution sits outside it.