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A lack of market differentiators in the insurance realm makes it easier for individuals to switch companies without many material changes in service. Other than cost, customer service and fast processing are the prime differentiators that can make the difference between solid customer retention or an outpouring of customer attrition. IT departments that commit resources to proactive improvements of user experience processes give their businesses a leading competitive edge.

Although the industry has seen gains in moving away from legacy systems, the pace of change remains slow. Typically, insurance is an industry that carefully weighs positive and negatives before instituting change, especially when it comes to IT vendors.

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