A Global Insurer Modernizes Multi-brand Communications and Complaint Management with NewgenONE

As insurers expand through reseller and multi-brand distribution models, communication complexity grows. Manual branding processes, disconnected complaint handling, and limited operational visibility begin to slow momentum and strain teams.

This case study explores how a global insurer unified policy generation and complaint management into a single intelligent framework while keeping its existing core platform fully intact.

The Challenge When Brand Expansion Creates Operational Risk

The insurer was managing multiple reseller brands, each with distinct communication requirements.

• Manual policy branding slowed issuance
• Template duplication increased maintenance effort
• Complaint intake was fragmented across channels
• SLA tracking lacked real time visibility
• Audit readiness required excessive manual effort

What began as distribution growth evolved into operational strain and rising compliance exposure.

The Turning Point Building Control Without Disruption

Instead of introducing more systems, the insurer consolidated communications and complaint workflows onto a unified AI-powered platform.

• Policy generation became dynamic and automated
• Brand governance was embedded into templates
• Complaint routing was intelligently classified
• SLA tracking became structured and transparent
• Audit trails became built-in rather than reconstructed

The shift was not just technological. It reshaped how the insurer governed communication at scale.

What You Will Learn in the Full Case Study

• How multi-brand policy generation was standardized without template duplication
• How complaint workflows were aligned with RG271 requirements
• How automation reduced operational workload while increasing governance
• How the insurer maintained integration with its existing core platform
• The measurable impact achieved across policy issuance and complaint resolution

Multi-brand growth should not introduce operational complexity or compliance risk.

Discover how this insurer built a scalable communication and governance backbone designed for speed, control, and regulatory confidence.