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MoreCustomer Communication in Transition: How Insurers Can Overcome CCM Challenges
In the insurance industry, communication has always been a decisive factor for customer satisfaction and operational efficiency. From policy issuance to claims management and renewals, insurers rely on accurate, timely, and compliant communication. As digital expectations rise, many organizations find their systems and processes falling behind.
A growing number of insurers are rethinking their Customer Communication Management (CCM) strategies by modernizing insurance document generation and shifting from document-heavy, legacy infrastructures towards agile, data-driven ecosystems enhanced by AI tools that accelerate efficiency and automation.
82%
of insurance customers
prefer using mobile apps
for policy management.
Source: CoinLaw
22%
of insurers
have AI solutions live
and running in production,
moving beyond pilots.
Source: Roots, State of AI Adoption in Insurance 2025
78%
of insurers report
improved operational efficiency
from digital transformation efforts
since 2020.
Source: Gitnux
The Industry’s Hidden Challenge: Legacy Infrastructure and Silos
Insurance companies are among the most document-intensive organizations worldwide. Yet, many still depend on outdated, mainframe-based communication pipelines and isolated business unit systems. Data and templates are often trapped in outdated formats, making even small updates slow and expensive.
Fragmented, manual processes add another layer of complexity. Different departments or lines of business maintain their own templates and messaging, leading to duplicated content, inconsistent branding, and compliance risks. In an environment where regulations and accessibility standards are constantly evolving, this creates serious operational pressure.
Another obstacle is the limited use of digital channels. While customers increasingly prefer mobile or web-based interactions, insurers still produce vast volumes of print correspondence. Without integrated omnichannel capabilities, digital adoption stagnates, and the potential for cost savings remains untapped.
These challenges underscore a clear message: to succeed, insurers must transform how they manage and generate communications, shifting from isolated document systems to unified, agile CCM environments.
Modernization Drivers: Personalization, Compliance, and Efficiency
Several key trends are driving the modernization of CCM in the insurance sector:
- AI-powered efficiency:
Insurers are increasingly leveraging AI to automate template design, document migration, quality assurance, and workflow orchestration, reducing manual effort while speeding up communication updates. - Customer expectations:
Policyholders now expect personalized, real-time updates across multiple channels, ranging from mobile notifications to responsive web portals. - Regulatory demands:
Compliance with accessibility (Section 508, PDF/UA), auditability, and data privacy regulations requires new levels of transparency and automation. - Cost pressures:
Maintaining multiple vendor systems and mainframe capacities increases operational expenses and limits agility. - Digital transformation:
According to recent studies, over 78% of insurers report measurable efficiency gains from digital transformation initiatives, yet communication processes often remain a bottleneck.
To stay competitive, insurers are seeking platforms that allow them to consolidate workflows, accelerate change cycles, and deliver a consistent customer experience without compromising security or compliance.
From Legacy to Agility: A Path Forward
The transition from legacy document systems to modern CCM platforms is no longer optional – it’s a business necessity and a strategic differentiator. For insurance companies, modern CCM platforms simplify insurance document generation and ensure consistent, omnichannel communication.
A modern approach centers around three key pillars:
-
Centralized composition and governance
Moving away from decentralized template silos enables insurers to standardize content, ensure legal consistency, and simplify audits. Central resource management and version control drastically reduce redundant templates and make enterprise-wide updates faster and more transparent.
-
Omnichannel communication
Modern CCM platforms enable insurers to deliver messages through various channels including print, email, SMS, and web from one unified design source. This not only improves customer experience but also supports digital first initiatives, increasing eDelivery adoption and lowering postage costs.
-
Compliance and accessibility at scale
Automation plays a vital role in maintaining compliance. Batch tagging tools can convert large volumes of legacy documents into accessible, PDF/UA-compliant formats, helping insurers meet regulatory deadlines and inclusion standards without manual rework.
Technology Enablers:
Open Standards, AI, and Any-Prem Flexibility
One of the biggest breakthroughs in modern CCM lies in open, standards-based architectures. By leveraging technologies like HTML and CSS, insurers can design templates that are portable, reusable, and free from vendor lock-in.
At the same time, any-prem deployment options across on-premises, private cloud or hybrid environments give insurers the flexibility to modernize at their own pace, aligning IT strategy with business goals.
Integration capabilities are equally important. REST APIs, Kafka, and S3 connectors enable seamless data exchange with policy management, CRM, and claims systems such as Salesforce or Guidewire. This creates an ecosystem where data flows securely and efficiently between systems, supporting real-time communication.
Case in Point:
Streamlining Communication with Compart
Many insurers have begun implementing modular CCM solutions such as the DocBridge Communication Suite from Compart, an end-to-end CCM platform based on open standards and designed for high-volume, omnichannel communication.
This solution combines proven CCM capabilities with advanced, AI-powered automation, enabling insurers to modernize faster, streamline operations, and make data-driven communication truly scalable.
Using DocBridge Communication Suite, insurers can:
- Centralize all templates and content assets, improving audit readiness and consistency.
- Orchestrate complex CCM workflows end to end, coordinating batch, interactive, and on-demand communications across departments and channels for greater speed and full process control.
- Leverage powerful AI features to automate design, migration, and quality checks, reducing the effort for existing template migrations by up to 90 percent and significantly lowering manual workload.
- Integrate seamlessly across legacy and cloud systems such as Salesforce, Guidewire, or SAP to ensure consistent, compliant communication throughout the customer lifecycle.
- Automate accessibility and compliance across all document types, including legacy archives.
Gain full transparency and auditability across the entire communication lifecycle.
While technology is only part of the equation, solutions like these demonstrate how modernization can combine compliance, efficiency, and customer experience in one consistent approach.
For insurers seeking to modernize their CCM and insurance document generation processes, Compart delivers a future-ready, AI-enhanced, standards-based platform that drives measurable impact across communication, regulatory compliance, and customer experience.
Why Insurers Choose Compart
- 30+ years of experience in high-volume output management and customer communications
- Trusted by leading global insurers and financial institutions
- Proven expertise in legacy modernization and omnichannel orchestration
- A partner committed to open standards, accessibility, and future-ready architectures
Compart’s CCM solutions help insurers to move beyond outdated document-centric workflows and create a communication environment that is agile, compliant, and cost efficient. By adopting automation and centralized communication management based on open standards, insurers can position themselves to meet the evolving expectations of tomorrow’s policyholders.
Compart stands for a future in which communication is seamless, scalable, and intelligent, helping insurers transform complexity into clarity.
Meet us in Orlando, Nov 6–7 at Connected Claims USA 2025, where 800+ senior insurance leaders will experience how Compart drives measurable efficiency gains and cost savings in claims operations.
Can’t make it to Orlando? Schedule a personal consultation with our experts.
