A focus on the end user is guiding policy administration system purchasing decisions by carriers, a new survey says. The report, “What Commercial Lines Carriers Expect From a Policy Administration System,” was published by New York-based research and advisory firm Novarica and queried carriers about their preferences in this most core of core systems.

Novarica Principal Chad Hersh, who co-authored the report with analyst Tse Wei Lim, says the research shows that carriers have come to realize the centrality of user experience in policy administration systems. “What jumped out at me more than anything was the extent to which user experience is absolutely critical,” Hersh tells Insurance Networking News.

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