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Carriers often make the mistake of pressuring claim and customer service departments to reduce internal expenses at the cost of quality. This is especially common during softening market cycles like we’re in today. It’s more critical than ever for carriers to adopt progressive systems in order to promote service excellence, reduce costs, and deliver significant return on investment.

Through a few basic steps, insurers can improve service excellence and efficiency in their claim departments that will benefit both customers and carriers. First, services must be delivered seamlessly across all departments. This can be accomplished through segmentation techniques, which categorize claims by complexity, customer claim history, and customer profiles in order to streamline processing cycles and ensure precise and accurate handling.

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