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Analysts are projecting a tough economic environment for the property and casualty (P&C) insurance industry for 2009 — and possibly beyond. With carriers struggling to remain profitable even with a hardening market, there is an increased focus on performance improvement across all operational areas. This is especially true in claims, typically an insurer’s largest expense area.

Unfortunately, claims is a particularly difficult area within which to realize rapid and cost-effective performance improvements. This stems from the tremendous dependence on — and staggering complexity of — existing claim technology. Adding in the human factor, claim management’s limited understanding of IT requirements further complicates this environment. The typical P&C carrier maintains approximately 60 different claim applications. This technological complexity and dependency increases both the expense and time to market for any strategic claim initiative.

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