Insurers are expected to increase their claims spending by 5.8% during the next few years in order to reduce costs through the use of improved technology, said Karen Pauli of CEB TowerGroup. "The one thing claims execs have been dealing with for a long time is highly erratic claims staff numbers," Pauli said. The increase in claims costs is "about overall severity problems, and it calls for claims executives to take a new tactic," she said.

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