There is a big disparity between what an insurance carrier is capable of doing and what it actually can afford to do. I speak with software providers quite often and they love to discuss their new systems and what they can do for carriers. If only more carriers had those new systems.

For a feature for the June issue of Tech Decisions, we asked claims executives multiple questions on everything from adjusters to customer service. One response that struck me as informative came from a small insurer.

We asked: What inroads are you making in the area of self service for claimants?

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