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Customer stories

Banking customer storyMultinational insurance provider

Major insurance provider unified document generation and lifecycle management—reducing letter drafting time by over 60%—by partnering with OpenText

Banking customer story

About the multinational insurance provider

This insurer helps the working world thrive through life’s moments by protecting employees and their families against financial hardship. The company provides workplace benefits, disability, life, and supplemental insurance across the US, UK, and Poland.
A person explaining ideas to two colleagues in a meeting
  • Net income:
    ~$20 billion USD
  • Employees:
    ~10,000
  • Founded:
    1800s

Summary

Challenges

  • Over 40 legacy systems created silos and duplication.
  • Manual drafting slowed communications and increased compliance risk.
  • Limited governance and scalability prevented clear, consistent communications.

Solution

  • Created a unified communications ecosystem by standardizing content and communications on OpenText.
  • Established a single source of truth.
  • Prepared the foundation for AI and cloud modernization.

Results

  • Automated more than 60% of communications
  • Strengthened governance and reduced risk
  • Laid the foundation for future growth

Challenges

  • Over 40 legacy systems created silos, duplication, and manual work across claims, underwriting, and policy communications
  • Manual drafting slowed customer communications and increased compliance risk during time-sensitive, life-changing events
  • Limited governance and scalability made it difficult to deliver clear, consistent communications

When customers contact this multinational insurance provider, they’re often navigating life-changing events—serious illness, injury, or loss. Clear, timely, and empathetic communication is essential to supporting them. Yet the insurer’s teams were managing more than 40 legacy systems across claims, underwriting, and policy servicing, each with different tools for document generation and content management.

These siloed systems created duplication, fragmented governance, and increased operational risk. Even minor regulatory updates required changes across multiple platforms. Drafting a single customer letter could take up to 10 minutes. With thousands generated daily, delays impacted both internal teams and customers awaiting crucial information.

“Customers reach out to us during critical life events,” said the director of IT delivery for content and communication management at the insurer. “We need every interaction to be clear, accurate, and timely. Manual processes and siloed systems made that increasingly difficult.”

To advance its digital transformation and meet rising expectations, the insurer needed a unified, scalable platform to modernize content, communications, and governance.

Customer support agents wearing headsets working at computers

Digital transformation isn’t just about technology—it’s about people. OpenText helps us deliver communications that are not only fast and accurate, but empathetic and supportive during critical times.

Director of IT Delivery for Content and Communication Management
Multinational insurance provider

Solution

By adopting OpenText Communications and OpenText Content Management, the insurer consolidated fragmented systems, automated templates and governance, and created a unified platform for faster, clearer, compliant customer communications.

Products deployed

Creating a unified communications ecosystem

The insurer selected OpenText as one of its four strategic enterprise partners—chosen for the ability to consolidate content, communications, and governance into a cohesive platform. By standardizing on OpenText for both customer communications and enterprise content management, the insurer reduced more than 10 overlapping document-generation tools into a single integrated solution.

OpenText Communications now enables 2,000+ specialists to generate policy packets, claims correspondence, broker materials, invoices, and digital messages with far less manual effort. Automated templates and business rules ensure clarity, consistency, and compliance across all customer touchpoints.

Establishing a single source of truth for the enterprise

Every communication generated flows directly into OpenText Content Management, creating a unified repository across underwriting, claims platforms, Salesforce, Pega Systems, and downstream customer portals. Teams across the business can access the same trusted version of each document—eliminating duplication and reducing errors.

“Digital transformation isn’t just about technology—it’s about people,” their director said. “OpenText helps us deliver communications that are not only fast and accurate, but empathetic and supportive during critical times.”

Integrated governance provides retention policies, access controls, and audit trails, supporting scalability without sacrificing compliance or regulatory rigor.

Laying the foundation for AI and cloud modernization

Aligned with the insurer’s cloud-first strategy, the company is exploring OpenText™ Aviator™ to extract insights from structured and unstructured data. By combining content context with AI, the insurer aims to accelerate decision-making, streamline underwriting and claims processes, and move closer to a true “communication 360°” view of every customer interaction.

Abstract digital folders and data icons floating in a network

When you’re sending thousands of letters every day, those minutes add up quickly. Today, more than 60% of communications are fully automated, enabling specialists to focus their time where it matters most—supporting customers with empathy, especially during complex claims.

Director of IT Delivery for Content and Communication Management
Multinational insurance provider

Results

With OpenText Communications, the insurer reduced average letter drafting time from 5–10 minutes to under 2 minutes—a more than 60% reduction. When generating more than 3,000 letters daily, the time savings translate into significant productivity gains and more responsive customer service.

Automated more than 60% of communications

Today, more than 60% of communications are fully automated, enabling specialists to focus their time where it matters most—supporting customers with empathy, especially during complex claims.

“When you’re sending thousands of letters every day, those minutes add up quickly,” the director said.

Strengthened governance and reduced risk

A unified content repository has eliminated versioning inconsistencies, reduced duplication, and strengthened compliance across the enterprise. Audit trails, access controls, and retention policies ensure that documents are managed with confidence and integrity.

Laid the foundation for future growth

As the insurer continues its modernization journey, OpenText remains a strategic partner in advancing cloud adoption and AI-enabled innovation. With OpenText Aviator capabilities under evaluation and next-generation automation on the horizon, this multinational insurance company is building a foundation for faster decisions, deeper personalization, and an even more human customer experience.

“OpenText is a key partner in our journey,” the director said. “Together, we’re building a foundation that allows us to scale responsibly, embrace AI in the right way, and stay focused on what matters most—supporting people when they need us.”

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