Editor’s Note: This article was written by Karen Furtado, a partner with the research and advisory firm SMA Strategy Meets Action. Furtado is a recognized industry expert in the core systems space.

It’s time. For what, you may wonder? It is time to expand both the thinking and action concerning claims. Time to take things beyond the transaction.

The transformation of claims operations is well underway in some insurance organizations, while it’s just getting started in others. Progress and needs vary by company size and line of business. But one thing is clear: There are real advantages to be gained with the new possibilities that are now available.

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