Case Study: a leading health insurer achieves personalised member communications with Airdocs

A health insurer using Airdocs, hosted on Microsoft Azure, for a personalised customer experience

A leading health insurer in Australia faced the challenge of communicating annual premium changes to nearly a million policyholders. Their old, generic approach led to customer complaints, call center strain, and member attrition. They needed a way to clearly explain often negative price changes while also demonstrating the personalized value of each membership. To address this, they partnered with Airdocs to implement its customer communication management solution.

Using the Airdocs platform hosted on Microsoft Azure, the insurer replaced its one-size-fits-all letters with a highly personalized communication. The solution created over 100 unique document variations tailored to individual policy details, family type, and specific benefits. This resulted in members receiving a much clearer understanding of their changes and the value they receive. The Airdocs implementation streamlined the process, reduced costs, and transformed a traditionally negative event into a more positive customer experience.