In general, insurers say criticisms of claims-handling are unfair because most policyholders are paid promptly, and some denials are necessary to root out fraud.

In 1980, a woman promised her dying sister to change how Americans thought about breast cancer. Thirty years later, the result - the Susan G. Komen for the Cure Foundation - is one of the nation's largest non-profits, and one of the most successful triumphs in public health marketing and changing health habits.

For decades, activist shareholders were an entertaining, but largely ignored, Wall Street sideshow. Disgruntled investors would attend annual meetings to harangue executives, criticize strategies - and protest that their complaints were being ignored.

Charles Duhigg Quotes