When Andy Machin's mother Lily developed Alzheimer's in her 70s, he knew the next few years would be emotionally challenging.

Federal rules give you at least nine months to file a written damage claim, but the process works best when you act quickly. Taking photos, saving receipts and keeping damaged items as you found them ...

However challenging a situation feels, defensiveness rarely helps. As the new guidance rightly emphasises, empathy is a ...