When it comes to document creation and delivery—a key communications component to customer service--property and casualty insurers continue their uphill battle, notes a new research report by Needham, Mass.-based TowerGroup.

Multiple document systems and templates, along with an inability to deliver document via multiple channels, continue to plague P&C carriers’ communications with their customers, notes Kristin Cressman, research associate in TowerGroup’s insurance practice and author of the report. “Service levels are diminished, and, in the long term, customer retention rates will be as well,” she states in the report.

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