Gartner Research

North American P&C Insurers: Shifting Focus to Customer Retention, Core Systems Replacement and Technology Evolution

Published: 13 March 2012

ID: G00229308

Analyst(s): Kimberly Harris-Ferrante


A 3Q11 Gartner survey revealed that North American P&C insurers are shifting their focus to customer retention and broadening their IT investments. Investments in policy and claims management remain the highest priority, but focus on improving underwriting and product development is on the rise.

Table Of Contents


  • A Customer Revolution: Shifting Business Focus to Customer Retention
  • Alignment and Value of IT to the Business
  • IT Investment Focus Has Not Shifted During the Past Year
  • High Investments in Core Business Processes, Especially Policy and Claims Management
  • Recommendations:

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