The Client

A leading U.S.-based commercial property and casualty insurer with a 125-year legacy and a presence across the U.S., Canada, and Europe. Known for its broad portfolio of standard and specialized insurance products, the client has long relied on several legacy systems to handle customer communications. But those systems began to show strain. Communication, the backbone of every policy, claim, and customer interaction, became sluggish. Forms slowed. Product rollouts paused. Manual work piled up. Something had to change.

The Challenge

Legacy CCM tools like Documaker and Documerge had become bottlenecks, unable to scale or meet modern responsiveness demands.

Key challenges included:

• High-volume document generation was slow and resource-heavy
• Underwriters experienced delays and friction in interactive workflows
• New product rollouts required long lead times due to manual processes
• Integration with core systems required patchwork fixes
• On-premise systems posed scalability and security concerns

With SmartCOMM emerging as the optimal next-gen CCM platform, HTC—already a long-standing SmartCOMM system integration partner—was selected to lead the modernization initiative.