text: what is the need for crm in insurance?   despite the resistance, insurance companies are finding they must turn to new, unexplored avenues for cost reduction.   the industry has not made an underwriting profit in almost a decade. up until recently, insurers were able to survive -- and in many cases do quite well -- because they made up losses through investment and asset management income. but 2001 proved to be a turning point.   last year was one of the most dismal underwriting years ever, and the asset management side of the insurance business began to falter due to the sinking stock market and volatility in the credit markets.   moreover, there was increased competitive pressure on insurance firms from financial services companies.   insurers are, of course, embracing all the prescribed measures for tough times, such as tighter underwriting requirements and participation in industry e-commerce endeavors.   nevertheless, industry watchers and participants are witnessing a distinct movement toward crm in the insurance sector as a novel way to beat the odds.   "an insurance company is always interested in avoiding loss, whether that loss is paid out through settlements or through excessive administrative overhead," aberdeen group research director denis pombriant told crmdaily.