Case Study: Leading European Insurance Company achieves faster, more accurate legal correspondence and improved customer responsiveness with Tungsten Automation

European Insurer Fast-Tracks Customer and Partner Correspondence with Kofax

A European insurance company that provides legal assistance—funded from policy premiums rather than hourly fees—faced intense pressure to run operations efficiently without compromising service. Handling more than 100,000 legal cases a year and exchanging large volumes of policy and legal correspondence with customers and third‑party agents, the company needed a faster, more consistent way to generate documents and respond to enquiries.

For more than a decade it has used Kofax Customer Communications Manager to deliver template‑based document creation (auto‑populating case data), multi‑channel distribution, and a customer self‑service portal. The solution enables lawyers and customers to produce nearly one million documents annually, improving speed, accuracy and compliance, reducing risk and cost, and boosting responsiveness and customer satisfaction.