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(Editor’s note: Indivar Khosla is vice president, insurance business unit, for Capgemini Financial Services.)

With a continued soft economy impacting top line revenues and a marketplace with fast changing consumer behavior dynamics, insurance carriers looking to be industry leaders need to continue to focus on reducing operational expense and ways to effectively cater to new customer service demands.

Many insurers are focusing on transforming the policy administration function to expedite speed-to-market, gain price point leverage by enabling the right product to the right customer strategy, and delivering a streamlined experience at the point of sale. Others have focused on transforming the claims business function toward better managing claims severity, reducing claims expense, and improving customer satisfaction.

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