Case Study: Central States of Omaha achieves streamlined claims correspondence and improved customer satisfaction with Napersoft CCM

Central States of Omaha Streamlines Claims Correspondence with Napersoft CCM

Central States of Omaha (Central States Health & Life Company of Omaha), a mutual insurer serving the debt protection market, faced high volumes of customer correspondence—70% originating from claims—and struggled with poor letter quality and difficulty creating complex documents like explanations of benefits using their legacy system, Logic. Seeking a solution that would integrate seamlessly with existing applications and let business users produce clear, consistent correspondence quickly, Central States of Omaha selected Napersoft and its Napersoft CCM product.

Napersoft implemented Napersoft CCM integrated into the claims application so users could keep familiar screens while CCM handled document creation, prompted for missing data, attached enclosures automatically, and generated timed 2nd/3rd notices. The result, according to Central States of Omaha, was visually appealing correspondence, fewer processing steps, reduced errors, greater consistency and customer satisfaction, and a halving of the organization’s template volume; the success has led to rollout into additional departments and use of Napersoft’s OnDemand self-service portal.

Central States of Omaha

Dave Dibben

Vice President & Chief Information Officer