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The average consumer today has an auto accident once every seven to 10 years, offering auto insurer’s limited interaction with consumers outside of potential policy questions, bill time, and sometimes through other services such as banking. However, the real moment of truth for the insurer is at the time of an accident, making claims handling one of the most significant opportunities for an insurer to retain or lose a customer. 

The ability for insurance carriers to advance their use of analytics to improve the customer experience is becoming a must, particularly as consumers demand the claims experience be as satisfactory as with any other service provider or retailer, for example.

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