Claims management case study: Kemper leverages customer communications management

Insurers face challenges related to controlling content and shifting to electronic distribution models for customer communications. These include policy documentation, correspondence and bills/statements.

Kemper, based in Chicago, Illinois, is one of the leading financial services providers in the U.S. Its family of companies includes life, health and P&C insurance. As a result of several acquisitions, Kemper faced expense pressures across the IT organisation in the form of a multitude of legacy systems that challenged business performance and time-to-market hurdles.

This case study assesses Kemper's deployment of a centralised shared service for claims correspondence and policy assembly using the Thunderhead CCM solution. The project aimed to improve the user experience, ensure forms compliance, cut forms maintenance costs and deliver multichannel customer communication.

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