There was this client last week who asked for information about a claim he had made recently. He jumped from file to file, claim to claim, interrupted me while I was trying to explain something, and finally told me to "concentrate, for fuck's sake!". (His claims were handled by my colleague, who had made a decision that could have been better, but got mad at me, because I was loyal and defended her decision when talking to her client. She got even angrier when I told her: But it was your