Case Study: Leading Insurance Providing Company achieves touchless automated customer communications and absorbs 20% growth with Tungsten Automation

Leading Insurance Providing Company - Customer Case Study

One of the largest insurers in its market was growing rapidly (10% year‑over‑year with a 20% increase in motor business) but relied on slow, paper‑based customer communications. Preparing documents such as motor policy cancellation letters was manual and time‑consuming—over 2,000 cancellations a month and roughly 50 minutes to prepare each letter—forcing overtime and temporary hires during peak periods.

The company implemented Kofax Customer Communications Manager™, creating 80+ standardized templates and integrating the system with core back‑office data to automatically populate and deliver documents via email, mail or fax in a touchless process. The automation freed staff for higher‑value work, absorbed the nearly 20% growth in motor policies without increasing headcount, cut paper costs and helped the insurer maintain high customer satisfaction (including consecutive national service awards).