We hear a lot about how the insurance industry needs to step up its adoption of technology and look to the future. This most likely is true, but in that drive to futuristic business operations, it’s easy to forget some of the traditional processes that still produce results.

Such is the case with customer service. Conflicting reports and research about customer service can be confusing. According to recent research from Needham, Mass.-based TowerGroup Inc., consumers increasingly demand 24/7 electronic access to their financial services institutions, and insurance is not immune.

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