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Customer satisfaction remains a challenge for so many in the insurance industry, and often, it's all about claims. (Pixel-Shot/Adobe Stock) Customer satisfaction remains a challenge for so many in the insurance industry, and often, it’s all about claims. (Pixel-Shot/Adobe Stock)

The onset of the COVID-19 pandemic sent shock waves through organizations charged with the processing and payment of insurance claims.

The traditional way of paying claims manually through paper checks instantly became more of a burden than ever and, in some cases, treasury personnel were taking checks home and printing them on their own printers. Even the rebate of premiums asked by many DOI’s created huge logistical problems.

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