Fifty years from now, will the business community look back at this period as a time when the insurance industry accepted the challenge to reshape itself-or as a time when the industry settled for continuing to do business as usual?We already know that the insurance industry requires constant adjustment because of new laws, regulations and competition. Although the industry is surviving, insurers' low return on equity consistently under-performs other industries. With accelerating changes in consumer expectations and technology, it is a particularly good time for insurance executives to examine and recreate their organizations to compete more effectively.

Resolving customer issues

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