"It's all about the customer."
How often have we heard that statement? Probably more times than we can count. But this statement may be more relevant than ever as we exit the "pre-digital" age and enter an environment where survival will be measured by rapid adaptability.
I often write about two areas of the insurance value chain that likely are not top of mind when thinking about digital transformation — billing and claims. Here, I'll cover policy and customer servicing; certainly a higher profile area for digital enhancement.
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