For a long time, insurance companies were in the driver’s seat when it came to customer communications. Not anymore. A combination of rapidly expanding digital technology and changing demographics has transformed the interactive landscape and the customer engagement model.

Digital consumers are changing the rules of the game. The customer is now in control more than ever before, with numerous purchasing options, vast online research tools and multiple touch points. For many transactions, consumers increasingly prefer digital channels, which make content universally accessible by mixing media (graphics, text and video), tailoring messages (providing discounts, location or demographic information) and adding social connectivity (allowing communities or friends to build around themes and needs).

This paper will explore the significant shift in consumer communication expectations, the traditional hurdles that insurers face and how these can be overcome with a broad CCM vision based on practical, achievable business goals. The fact is that insurers have not kept pace with rapidly emerging customer needs. It is critical to be relevant and speak to the customer in their voice. If you can’t communicate with customers in the way they want, someone else will.

Quadient® Correspondence is a subscription-based SaaS solution that enables insurers to create, approve and deliver regulatory compliant, accurate and personalized claims correspondence to customers across print and digital channels, with no reliance upon IT.

Quadient Correspondence was designed and priced for insurers who want to further their transformation to digital, but don’t have the resources to invest in an end-to-end customer communications management (CCM) solution.

Many organizations have separate tools, teams and third parties dedicated to designing and creating content for mobile, web, and print communications. This results in duplication of efforts, inconsistency and compliance risk. Inspire enables you to create timely, contextual, personalized and accurate communications for all channels from one intuitive interface. This eliminates the need for multiple siloed teams, reduces risk and ensures a seamless customer experience.

Our technology is fully integrated with Guidewire InsuranceSuite™. It also integrates with your existing legacy IT systems and offers flexible implementation options including on premise, hybrid and cloud applications. Inspire makes it easy to leverage existing templates, archived content, and data from your core systems to create highly personalized, timely and accurate communications across all channels.