http://papers.ssrn.com/sol3/papers.cfm?abstract_id=1586453
Delay, deny and defend is an expression most commonly used in connection with the insurance industry to describe their perceived reluctance to process claims. The expression has also been used in other contexts, particularly in the UK National Health Service to describe their perceived tardiness processing complaints from patients.
Insurance industry
National Health Service
Patient complaints are met with an attitude of ‘delay, deny and defend’ in the NHS, according to a damning parliamentary report. Co-author and Labour MP Ann Clwyd said a defensive approach to patient concerns is ‘deeply entrenched’ Tricia Hart
http://www.mirror.co.uk/news/uk-news/nhs-complaints-review-patients-could-2650756
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Further reading
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