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The last time I filed a claim I called the insurer, and I wouldn’t be surprised if you did, too. Or if you’re part of the younger, tech-savvy Gen Y, you probably visited the insurer’s website, which now accounts for nearly one-fourth of an insurer’s interactions with policyholders.

Despite the growing popularity of this channel, however, local agents and brokers remain the key drivers of overall policyholder satisfaction.

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