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The role that claims management functions play in an insurer’s long-term strategy has changed dramatically. No longer are claims cost or expense metrics the primary measures of a successful claims organization. The ability to provide a highly consistent and personalized claim service experience is a must for insurance carriers in both high- and low-frequency claims environments. Just watch any given NFL football game to see that the policyholder is king, and that claims service is now an essential cog in their value proposition.

This new operating environment is not without challenges. There are a host of factors that an insurer must address in order to deliver a comprehensive response to policyholders’ vast needs. In short, policyholders expect flawless delivery by a uniform, fully integrated provider. To meeting claimants’ preferences while ensuring satisfaction and fostering retention, insurance organizations must:

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