No matter how modern or beautiful a home looks from the outside, it is doomed to collapse if its foundations are allowed to rot away. Such is the state insurers will find themselves in if they simply slap a new, glossy high-tech face onto their home offices without shoring up the customer service infrastructure that holds the entire structure together.
That was one of the key messages passed on to insurers by a variety of high-tech experts last month in Orlando at the annual ACORD Technology Conference. The question is whether anyone was listening.
