Case Study: NIB Health Funds accelerates customer engagement and modernizes communications with Adobe LiveCycle Output ES2

Innovative Australian health insurance provider modernizes customer communications service by migrating to Adobe® LiveCycle® Output ES2 from Adobe Central Pro Output

nib health funds, one of Australia’s fastest-growing private health insurers serving more than 800,000 customers, needed to modernize its customer correspondence to meet changing regulations and customer expectations. The challenge was to migrate from Adobe Central Pro Output Server to a more flexible, scalable platform with no disruption to users or customers, while improving the quality, personalization and multi-channel delivery of documents.

Working with Avoka and Civica, nib implemented Adobe LiveCycle Output ES2 and LiveCycle Designer ES2 to generate dynamic, personalized documents and support interactive content. The team converted 90% of 540 form templates in under 12 weeks, created 75 reusable fragments, and enabled multi-channel delivery to roughly 600,000 policyholders—processing up to 3,000 letters per day—without service interruption.

NIB Health Funds

Derek Corcoran

General Manager