Overview
A large US-based insurance and annuity provider set out to modernize its end-to-end policy servicing operations across multiple acquired business blocks. Managing high volumes of policy service requests, legacy policy administration systems, and content-heavy workflows, the organization needed a robust digital policy servicing platform to improve efficiency, control costs, and deliver consistent omnichannel experiences to policyholders, agents, and service teams.
Challenges Faced by the Customer
The insurer struggled with disjointed customer views, limited communication channels, and heavy dependence on manual processes for policy servicing. Rising service volumes led to SLA breaches, higher turnaround time (TAT), and increasing operational costs with every new block acquisition. Additionally, legacy content repositories and policy admin systems made migration, integration, and data visibility complex, driving up total cost of ownership and slowing service delivery
How Newgen Made a Difference
Newgen implemented a unified solution combining Business Process Automation (BPM), Enterprise Content Management (ECM), and Digital Policy Servicing capabilities. The platform automated policy servicing workflows enabled omnichannel request initiation, orchestrated multiple legacy systems, and delivered intelligent content classification with auditability. Rule-based case management, SLA monitoring, compliance controls, and seamless core integrations enabled end-to-end automation, governance, and scalability across policy servicing operations.
Benefits Achieved by the Customer
- Migrated 40 TB of content from the legacy system
- Optimized over 100 business processes and workflows
- Converted four legacy systems into one consolidated AI-based repository
- Enabled access to 400 users across the back office and contact center
Download the complete case study to know how Newgen’s innovation proved to be a game changer for the insurer.
