How Real-Time Claims Communication Can Optimize Customer Experiences, Productivity and Profit: Whitepaper from PBBI


U.S. insurance companies spent almost $2 billion in advertising dollars to burnish their image and support their brands in 2006 alone.1 But from the customer point of view, individual consumer and groups alike, the essential fact is this: You don’t know the true character of your insurance company until you file a claim.

Claims management is the activity that is most critical to maintaining a superior customer relationship and overall brand strength. Yet it also is one of the most complex and difficult processes to manage.

Even for the largest carriers, the business-critical activity of claims communication is often labor-intensive, ad hoc and unique to individual agents. Claims communication can hinge on manual, paper-driven processes and situation-specific projects. Quality control is almost impossible. Data capture is difficult and prone to error.

This can cause a raft of problems – including lost agent productivity, botched communications, lack of responsiveness, compliance irregularities or violations, overpayments and mishandled claims, plunging customer satisfaction, rising operational costs and greater churn in both group and individual policyholders.

Carriers today demand solutions that automate claims communication workflow and routing, improve accuracy and integrity of data, drive out unnecessary cycles and costs and reduce claims processing times. This Group 1 Software white paper examines how the automation of claims initiation, claims correspondence and data integration can enable best practices in customer communication management (CCM), and provide superior customer experiences and optimized revenues and profits.

For the while paper, click and register here

About PBBI

Pitney Bowes Business Insight (PBBI), a division of Pitney Bowes Software Inc., a wholly-owned subsidiary of Pitney Bowes Inc., provides a unique combination of location and communication intelligence software, data and services that enable organizations to make more informed decisions about customers, competition and market expansion. Pitney Bowes Software is a wholly-owned subsidiary of Pitney Bowes Inc. (NYSE�PBI). With the industry’s most comprehensive set of solutions for maximizing the value of customer data, PBBI provides the tools required to more effectively locate, connect and communicate with customers in today’s global markets. Leading organizations rely on PBBI solutions to increase the accuracy and effectiveness of customer information delivery and drive profitable growth. Visit and for more information.