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The insurance industry was an early adopter of information technology, and computer systems are still the backbone of core insurance processes. However, in many organizations, technology is no longer an enabler of business process improvement; it has become a constraint that insurance professionals grapple with every day.

The limitations of existing technology are clearly evident in today’s claims organizations. In the last decade, visionary claims leaders have conceived of many new claim-handling processes that promise to lower costs while improving outcomes and customer service. Just a few of these new ideas include:

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