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Between the business-related realities of the post-Katrina world and the challenges associated with a slowing economy, insurance companies are under tremendous pressure to decrease costs, increase efficiency, and improve their competitive position. Claims operations in particular are under pressure, not only because they’re responsible for an insurer’s biggest expense category, but also because they have the added responsibility of being the company’s public face. As a result, claims managers understand all too well that the view from the executive suite can be summed up with the phrase, “As goes claims, so goes the company.” 


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