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If processing a claim is indeed the moment of truth in an insurer’s relationship with customers, why are small-business consumers apparently being kept in the dark when it comes to how a loss will be handled?

That was one of the critical questions raised by participants in a pair of focus groups run on behalf of Deloitte Research, featuring buyers from a variety of industries responsible for insurance issues at their respective companies—with half representing those employing 10 or fewer, and the other half at firms with between 11 and 50 workers.

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