It's always been assumed that an insurance agency can find a way to provide adequate service to its existing customer policyholders while at the same time optimize its new-business opportunities.But most realize that it rarely works that way. Internal operational inefficiencies, marked by a paper-intensive communications process and antiquated data-exchange platforms, often undermines an agency's agility in generating new business.

Travelers Property & Casualty Co. in January launched a Web portal designed for commercial and personal agents that will enable agents to focus on sales while maintaining customer service. Travelers Customer Care Center-a 100% Web-based application that doesn't require software-is staffed by licensed, experienced insurance professionals who assist agents to cost-effectively offload service functions such as providing policy information and processing policy changes.

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