The Client
Preparing Claims Operations for Modern Customer Expectations
A leading U.S. property and casualty insurer with more than 125 years of serving home, auto, commercial, and workers’ compensation policyholders sought to strengthen claims communications to meet evolving customer expectations, improve operational efficiency, and simplify work for its 400+ claims associates. The organization migrated legacy claims forms and letters to SmartCOMM Pure Cloud, integrated with its Duck Creek OnDemand Claims platform.
The Challenge
Overcoming Legacy Claims Communication Challenges
Legacy claims communication processes increased operational complexity and limited the organization’s ability to manage, deliver, and scale customer communications.
Key challenges included:
- Maintaining and scaling legacy claims forms and letters that were difficult to manage.
- Reducing time-consuming, tedious, and ineffective manual processes used by claims associates to generate and distribute claims communications across print and email channels.
- Improving integration between Duck Creek Claims and the document generation platform to eliminate disconnected workflows.
- Generating consistent, timely, and personalized omnichannel communications from a single request within Duck Creek Claims.
- Supporting interactive, on-demand, and batch communications.
- Providing a more intuitive experience for claims associates.
- Automating orchestration across delivery channels.
The organization required a connected communications environment that simplified document workflows, reduced manual effort, improved usability, and supported scalable claims processing.
