A variety of factors have converged to put a bigger emphasis on the claims process for property/casualty insurers.

A new report from Boston-based Aite Group notes that industry-wide premium contraction caused by a prolonged, increased industry consolidation and competition, dramatically and the emergence of the customer‐centric paradigm have all played a part in moving claims to the forefront. Based on Q1 and Q2 2011 Aite Group interviews with 35 stakeholders in the P&C insurance and information technology industries, the report also examines the role of technology is playing to transform the claims process.

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