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Whether direct, legacy or hybrid, the distribution model that a company selects will dictate how business is conducted and customers interact with the organization. (Photo: Shutterstock)

In the first part of our four-part overview of the current state of the insurance industry, we focused on what customers want, which is to feel cared for and part of the process. However, that is not the only changing element of the insurance industry and certainly not the only one that impacts the bottom line of an insurance company.

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