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Effectively managing claims has historically proved to be a complex task, to put it mildly. With so many steps and variations in each process, it is no wonder that insurers struggle to consistently improve claims operations. Because total cost of indemnity represents a significant portion of an insurer’s costs, reducing the expense of claims processing is imperative for any insurer. However, cost efficiencies cannot come at the expense of a policyholder’s service needs and right to receive a fair and equitable settlement for a valid loss. Given that the claims experience is a primary driver of policyholder satisfaction and loyalty, the need to deliver a high-quality experience is equally as important as cutting costs.


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