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TowerGroup's Karen Pauli sat down with Claims Magazine to answer some claim-related questions about the innovative microinsurance industry.

When I first started in the insurance business as an underwriter, collaboration required assembling teams of people in a conference room, passing memos and documents through intraoffice and regular mail, and making phone calls.

Underwriters face two kinds of pressure, explains Donald Light, a senior analyst with Celent. One is the need to secure more business. The second is to make sure any business they write is profitable.

It's hard to find a job today where someone isn't logged on to the Internet, so it may seem silly to ask this question: Is the World Wide Web dead?

With the focus of IT investment centered on core systems, insurers are concerned with where to go with their software investments.

Karen Pauli, research director in the insurance practice at TowerGroup, and Bob Hyle, editor-in-chief of Tech Decisions, discuss the issues insurers face in order to achieve growth in the market.

At one time, growing the insurance business was all about selling more policies, but it's become more complicated with multiple distribution channels, customer retention issues, and investment strategies.

Regardless of how insurance carriers reach customers--whether it's as a direct writer or through the independent agent channel--the one thing all insurers have in common is a passion for customer retention.