West v. State Farm · CJ-2025-135 · Exhibit 27
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Yearly HAAG training for claim handlers
State Farm’s 2021 Fire Claims Quality Plan requires at least two hours of HAAG refresher training for every claim handler and team manager, plus the full series for new staff. The same outside framework was repeatedly reinforced for the people deciding whether customers received roof repairs or replacement.
A minimum of 2 hours of refresher training will be completed by each claim handler
- mandatory training
- HAAG
- team managers
Source: Released court-filed record · filed PDF pages 154–160. The source page is preserved; Friedman & Associates’ attribution sits outside it.