Insurance companies traditionally have developed their own IT infrastructures, but that trend is beginning to change. By 2003, 54% of all IT spending by carriers will be spent on software, hardware and services supplied by outside companies, according to TowerGroup, Needham, Mass.Although policy administration traditionally has received the bulk of IT spending, carriers are beginning to invest in technologies that improve customer service. Insurance executives recognize that in today's competitive environment, consumers will gravitate to those companies that provide the best customer service.

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