In a world where Twitter, emoticons, text messages, emails and social media have become thepreferred means of communication, for claims professionals, there is still a need tocontact policyholders and claimants in writing.

Many insurers have form letters that they have been using forquite a while. How long has it been since you have looked at thetemplate letters your claims professionals use regularly?

Some managers don't look at them for years or until they must bemigrated to a new computer system. Then it is easier to see someobvious problems that have been perpetuated over the years.

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