Overview This large insurance company has offices in six countries across Europe, generating an nual premium income in excess of USD 8 bil lion. It provides life, property and casualty insurance as well as reinsurance services and employs more than 5,000 people. Challenge In a tightly regulated environment, the insurer must constantly adapt to changing require- ments, including new laws concerning freedom of information. The company sought to establish tighter con- trol of access to sensitive customer informa- tion for improved compliance with international standards. The goal was to increase security without adding to staff administration costs. On the back of recent profit growth, the com pany wanted to modernize its customer man agement and improve its online service of

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