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In the family of core systems, billing often is viewed as the runt of the litter. The replacement of policy administration systems has overshadowed billing as insurance carriers focus on growth strategy first and customer service strategies second, according to Martina Conlon, a principal in Novarica’s insurance practice.

“We know that billing is a customer service application,” she says. “It’s a financial application, but is critical in customer service. As we see customer service being prioritized as a strategic goal, billing systems are becoming more of a priority.”

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