The insurance industry has been plagued with call-centerproblems for the better part of a decade.

Consider the 2008 report from Genyses Worldwide, "CustomerService Strategies for the Insurance Industry," whichfound that mishandled policyholder phone calls was a leading causeof insurance customer dissatisfaction — this at a timewhen the insurance industry as a whole began to experience slowergrowth and consolidation.

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Elana Ashanti Jefferson

Elana Ashanti Jefferson serves as ALM's PropertyCasualty360 Group Chief Editor. She is a veteran journalist and communications professional. Reach her by sending an e-mail to [email protected].