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The P&C insurance industry is undergoing sweeping change as carriers are placing increased emphasis on innovation to differentiate themselves in a crowded, mature marketplace. Claim management has increasingly become an area for strategic innovation, with insurers directing a significant amount of focus on claim-related business and technology initiatives to improve customer service, total claim results, operational efficiency, and staff retention. While a soft market has some companies shifting gears toward more top-line concerns, the carriers that will ultimately take a leading position will invest in claims to promote further market differentiation, gain market share, and protect their bottom lines.

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