Customer Communications Management

3 Trends Affecting Health & Life Insurance IT in 2014


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Can you imagine a world with unified data, streamlined conversation exchanges, lower operating and postal costs and improved customer experience overall?

Insurance IT depends on technology to enhance and improve the fundamental scope of how their business is managed. This effort to erase the boundaries between insurance providers and their policyholders is more critical than ever to effectively communicate with consumers through multiple channels that better augment the customer experience. However the following trends being seen in 2014 are affecting this effort and here’s how:


From 1946 to 1964, more than 76 million babies were born in the U.S., part of the generation known as the “baby boomers.” Now this generation is becoming senior citizens, causing an increase in volume of document communications like claims and policies as the amount of chronic diseases and sequential treatments and life insurance policies are on the rise. The flow of documentation is only increasing exponentially and this strain of workflow is affecting IT departments in insurance.


When driving engagement whether through interactions with customers, conversations becomes the key value for policyholders. For insurers, this need to handle high-volume documentation in IT is paramount. Maintaining this conversation across all channels, whether through digital documents or traditional print is critical to maintain for insurance companies across their enterprise.

Healthcare Reform

With healthcare reform set to provide universal health coverage, nearly 50 million currently uninsured Americans are being proceeded into the U.S. healthcare system under the Affordable Care Act. With this expansion of new customers needing to be insured, there is a substantial growth opportunity for insurance companies. However, this will require solutions capable of enhancing current business processes and operations in the healthcare insurance industry and ultimately IT companies are being affected by this reform. Change is inevitable.

So how does ANY of this impact IT?

In the past, IT was responsible for controlling all templates, content and rules-based customer communications when what customers are seeking is more personalized member correspondence. That same expectation applies to many types of communications between the insurer and policyholder. It is possible to personalize communications, respond rapidly, and meet all the requirements for branding, accuracy, audibility, and compliance with limited business user involvement. However, the results tend to be more resource intensive, more costly, and less effective when business users are not as involved.

It’s now becoming a win-win situation for IT as burden is removed from their department and placed into the hands of business-users, creating a more seamless experience for their policyholders.

Source: Document Solutions