Case Study: Leading U.S. Insurance Company improves customer communications with Xerox communication engineering

Improving the customer experience using communication engineering to solve a defection problem

Leading U.S. Insurance Company worked with Xerox Corporation to address a costly customer defection problem caused in part by a confusing billing statement. Customers often didn’t know what to pay, when to pay it, or how their premiums were calculated, and prior internal redesign efforts had failed to significantly improve the customer experience.

Xerox Corporation used its communication engineering methodology, including a Knowledge Exchange Workshop, to redesign more than 80 elements across billing statements, policy declarations, and I.D. cards. The improved documents were tested with nearly 100,000 policyholders and found to be easier to understand and superior to competitor bills, leading the insurer to roll out the new versions broadly and pursue additional Xerox communication engineering projects.