Case Study: US-based Insurance and Annuity Provider achieves modernized end-to-end policy servicing and migrates 200 million documents with Newgen Software

US-based Insurance and Annuity Provider Modernizes End-to-end Policy Servicing with Newgen

A US-based insurance and annuity provider with operations in Pennsylvania and Iowa needed to modernize policy servicing to manage massive volumes of content and improve customer experience. High request variety and manual processes caused a disjointed customer view, SLA lapses, rising costs, and slow turnaround times, so the insurer engaged Newgen to streamline operations and enable omnichannel service.

Newgen deployed its Omnichannel Customer Engagement (CCM) and Contextual Content Services (ECM) platforms to automate content classification, communication generation and monitoring, content migration, and integration with core systems. In an eight-month rollout Newgen migrated 200 million documents in three months, consolidated four legacy systems into one AI-based repository, reduced 100+ workflows to 15, enabled 400 users, and drove faster processing, better compliance, improved customer satisfaction, and greater scalability.