How Aflac put claims processing in the fast lane
When it comes down to it, insurance is little more than an assurance. "When you think about what we sell, you can't touch it, you can't see it, you can't smell it. Our product is nothing more than a promise to be there when you need it," says Michael Zuna, CMO of Aflac, an insurer with $120 billion in assets. "And that happens when you submit a claim."