Today’s leading senior claim executives are confronted with an increasingly difficult challenge — how to balance achievement of a carrier’s targeted claims loss ratio with the delivery of a streamlined customer experience that enhances and differentiates its brand versus the competition.

Policyholder expectations are rapidly evolving, particularly with respect to the claim-reporting function. Once a highly decentralized, paper-intensive, agent-centric process, the claim-reporting process has become increasingly streamlined for many carriers through the adoption of direct loss reporting via a centralized call center facility.

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