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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.

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