Case Study: Major Property/Casualty Insurance Company achieves faster, lower-cost claims correspondence and frees IT resources with Cincom Eloquence

Major Property/Casualty Insurer Improves the Customer Experience with Cincom Eloquence

A major U.S. property-and-casualty insurer with more than 8 million policyholders and roughly 30,000 employees was generating over 455,000 claims letters per month but struggled with multiple disparate letter‑writing systems. That fragmentation created IT bottlenecks, slow template development (often taking months), inconsistent or non‑compliant content, and poor authoring and testing workflows that hindered the claims organization’s ability to deliver a consistent, timely customer experience.

The company implemented Cincom Eloquence — a browser‑based, standards‑driven document‑composition solution integrated with its claims and content systems — giving business users point‑and‑click template authoring and built‑in testing. The rollout consolidated several systems into one, cut template development from months to hours/days, reduced testing iterations to one, freed IT resources seven months earlier than expected, and empowered ~7,000 claims reps to produce 455,000+ compliant, personalized letters per month while lowering costs and improving customer experience.