Case Study: Largest Insurance and Investment Company achieves real-time on-demand policy document generation with Newgen Software

Largest Insurance and Investment Company - Customer Case Study

One of the world’s largest life insurers — with assets exceeding USD 200 billion and a vast agent network — needed an Omnichannel Customer Engagement (CCM) platform to enable customers to generate policy documents on demand. The company was hampered by delays in document generation, no single real-time communications platform, and lack of integration with core systems such as its e-portal, document management system (DMS), and channel gateways.

The insurer implemented Newgen OmniOMS, integrating it with the online portal, DMS, e-mail and SMS gateways to enable on-demand invoice and policy document generation, archival, and automated notifications (e.g., sign-up, eService, complaints, renewals). The solution standardized templates, supported 100,000 invoices and renewal notifications daily, and delivered real-time portal access that reduced operational load, improved regulatory adaptability, and lowered dependence on IT for communications.