Case Study: Unum (leading disability & life insurer) achieves faster customer response and simplified digital policy changes with Adobe Sign (Adobe)

Unum, ensuring outstanding customer service

Unum, a leading disability and life insurer founded in 1848, needed to reduce paperwork and speed customer interactions across a highly regulated, form‑driven business. Slow mail-based processes—often taking a week or longer for returned policy-change forms—hindered customer experience and threatened competitiveness, so Unum sought a way to simplify form completion and accelerate turnaround.

Unum implemented Adobe Sign (Adobe Document Cloud), enabling call-center reps to email tailored, mobile-friendly change forms that customers complete and e-sign; completed forms are automatically routed for processing. The result: 70% of returned forms are received within 24 hours (versus a week-plus before), better tracking and reporting, improved customer satisfaction, new business wins, and plans to expand e-signatures across more processes.

Unum

Christine Francis

Business Operations Development Manager, Shared Services, Unum