Abstract
Following the attacks of September 11, companies throughout the nation have been called on to make extraordinary decisions in an extraordinary time. This article describes the changing role of the insurance industry, with particular focus on the response from disability income protection insurers. Income protection insurers have mobilized resources to provide customers with the most responsive service possible. But now more than ever, customers are expecting—and challenging—their insurers to go beyond the traditional role of providing benefits. Industry leaders respond with claim management models that are focused on return-to-work support and products and services that meet financial needs and help individuals balance the demands of work and life. Such investments in products, services and return-to-work resources are essential to the foundation of the income protection business.
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