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EDITOR’S NOTE: This article was compiled and submitted by Ernst & Young’s Financial Services Office, where David Connolly is principal; Jennifer Dotts is senior manager; and Christopher Raimondo is senior manager.

Given the intense competition and profound change that is underway in the property and casualty (P&C) insurance market, many insurers are looking for ways to differentiate themselves in the minds of consumers. Claims management has been an area of strategic focus and significant investment. Top-performing insurers recognize claims management as among the most important customer-facing processes, and one in which they can make or break customer relationships. That is the fundamental reason why insurers seek to enhance their service offerings and strengthen their ties to policyholders, brokers and agents through superior responsiveness, speed and user-friendliness.

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