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Innovators looking at technology screens. There is increasing recognition at the C-suite level that internal technology teams are more than capable of managing the core systems. However, they may not have the mindset to experiment and innovate. (Photo: metamorworks/Shutterstock)

Despite the huge advances in technology, I sometimes feel like nothing has changed in insurance operations and claims. I have been working in this space internationally for the last 20+ years in chief operating officer (COO) insurance company roles and now in management consulting and technology solutions. From first-hand experience, I am not sure the customer feels like much has changed either. Why is this the case?

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