Situation

Documents are the life and blood of insurance companies. Without rigorous document management and generation procedures, a company’s communication with its customers, and therefore its bottom line, is compromised.

Mosaic Technologies was called in by FujiXerox Australia to assist them with upgrading the document-based processes of one of New Zealand’s leading medical insurance companies and upgrade the company’s legacy insurance system. The company’s technology for producing transactional statements was out of date, with all documents having been developed in MS Access with VB script. Not only did this mean that documents were difficult to update, it also took a long time to implement the company’s key marketing campaigns. Only the people who created the original documents knew how to change or update them. Printing and sorting of batch printing was undertaken manually, costing the company valuable time and expensive employee resources.

Solution

The company needed a complete solution, including an overhaul of its front-end and back-end systems. Mosaic was engaged to update the company’s document composition and publishing system, using the xPression software package. Mosaic redeveloped the existing underwriting and claims documents, creating user-friendly templates that could be maintained by business analysts who could easily reflect policy changes or integrate the latest marketing campaigns.

Outcome

All underwriting and claims documents were redeveloped using xPression, with information packs printing and sorting automatically on an as needs basis, eliminating the need for manual sorting and storage of bulk printed materials. The document generation process was streamlined, saving time and money and improving communication with customers.

The insurance company was able to move away from its high dependence on several full-time resources to using Mosaic as an external provider, eliminating the need to maintain an expensive pool of permanent, under-utilised resources. The introduction of simpler processes meant documents that used to take 3-4 weeks could now be completed in as little as 3-4 hours.