Case Study: Unum achieves faster policy changes and improved customer experience with Adobe Acrobat Sign

Top disability and life insurer improves customer experiences and speeds responsiveness using Adobe Sign

Unum, a leading U.S. and U.K. provider of disability, life and other employee benefits founded in 1848, needed to improve customer experience and speed up highly regulated, paper‑heavy processes. Call center reps were spending days mailing multi‑section forms that confused customers and could take a week or longer to return, limiting responsiveness and differentiation in a competitive market.

Unum implemented Adobe Sign (Adobe Document Cloud) to send targeted, simplified change forms by email, let customers sign on any device, and automatically route completed documents for processing. The change cut turnaround dramatically — 70% of returned forms now arrive within 24 hours — and delivered better tracking, more flexible engagement options, faster service, new business wins, and plans to expand e‑signatures across claims and CRM integration.

Unum

Christine Francis

Business Operations Development Manager, Shared Services, Unum