Improving the customer experience. Claims satisfaction will play an even greater role in maximizing the customer experience and insurer success. (Photo: Shutterstock)

Competition in personal and commercial auto insurance is intensifying. Claims frequency is up, and direct premium growth is slowing after hitting a 15-year high in 2017, according to S&P Global Market Intelligence. That means claims satisfaction — read: customer experience — will be even more crucial for insurers' success.

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