What does churning and twisting refer to in the insurance context?

Churning and twisting are terms that refer to unethical practices in the insurance industry where an agent prioritizes their own financial gain over the best interests of the client. Churning involves the practice of persuading a client to replace an existing policy with a new one, often incurring additional costs or lower benefits, solely for the purpose of earning a commission from the new policy. Twisting is similar, defined as misrepresenting the terms of a policy to entice someone to switch insurers. Both practices can result in significant harm to clients by either increasing their expenses, reducing their coverage, or otherwise compromising their financial security.

In contrast, the other options suggest actions that are aligned with ethical behavior, such as maximizing client benefits, focusing on their needs, and improving customer satisfaction. These are all aspects that prioritize the client's well-being, which are at odds with the self-serving nature inherent in churning and twisting.