Improving claims management is at the top of many insurance CIOs’ priority lists. The benefits are many—increased efficiency, reduced costs, and improved customer and agent service. But the question is: How do we improve claims management? Deloitte’s new report, "Driving Operational Excellence in Claims Management," details some steps for P&C insurers. Claims management is highly challenging, with multiple processes and platforms, according to the report. Complex, duplicative functions are performed, often with outdated technology.