Editor’s Note: The following is a preview of Michael Roche’s ACE keynote presentation titled, “The Customer and the Claims Process.” To claim your spot at this year’s essential educational and networking pit stop for industry professionals, scroll to the end of the article for a link to registration and conference information.

Providing the best possible customer experience while moving toward accurate claim resolution is the resounding mantra of claim departments everywhere. Yet, a host of impediments often stand in the way of optimizing this vital chain of events.

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