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Today’s insurance companies are leaving no stone unturned in their quest to compete and grow profitably. They face myriad challenges that include elevated customer service expectations, increased regulation, and rapid, unexpected market shifts. More than ever, performance and agility across an organization are keys to success. Many companies are giving their claim organizations new consideration, acknowledging the fundamental role it plays in determining financial performance and defining the customer experience.

Historically, claim processing has focused on the mechanics: gathering information and determining how much to pay and when to pay it. Today, insurers are beginning to move beyond this traditional approach, and even beyond first-generation process automation. They are looking to identify and leverage capabilities that expand real-time interaction with service providers, enable broad self-service options, and take advantage of services, such as automated subrogation processing and litigation management.

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