Excerpt: 'Group policies are almost not worth the paper they're written on,' said ... lawyer Ben W. Glass, because they usually give the carrier 'discretion' in handling claims and because dissatisfied consumers can overturn a denial only by convincing a federal court the insurer's decision was 'arbitrary and capricious.' Discretion clauses 'offer a complete shield' to insurers, said Mila Kofman, an assistant research professor at Georgetown University's Health Policy Institute.'