Three years ago, insurer Santam flighted an advert focused on the risks of runaway innovation, painting itself as the company that would always ask: "What could go wrong?" You can bet its equation didn’t include a pandemic, its clients claiming billions in "business interruption insurance" due to Covid-19, and its lawyers scrambling for technicalities to ensure Santam doesn’t have to pay. So, what went wrong?

Well, for starters, its hard-won reputation as an insurer that "looks for reasons to pay you, rather than not" is beginning to wilt under the weight of its legal machinations...

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