Transitioning to Smarter Content & Customer Management: 5 Challenges AI and Low-code Can Solve for Insurers

Transitioning to Smarter Content and Customer Management

How AI and Low Code Are Transforming Insurance Communication and Content Operations

The Modern Insurance Imperative

In a world of growing digital touchpoints, insurers are facing an unprecedented surge in content and communication. Every claim, policy, and service interaction generates documents, forms, and correspondence that must be securely managed, processed, and delivered in real time.

As Gartner forecasts, the global enterprise communication services market will reach $508 billion by 2024, reflecting the growing importance of integrated content and communication management.

Insurance providers, in particular, are recognizing that operational efficiency and customer experience are inseparable from effective content management and omnichannel communication.

However, legacy systems, scattered repositories, and manual processes are still holding insurers back leading to inefficiencies, higher costs, and dissatisfied customers.

The Five Core Challenges in Insurance Content and Communication

1. Disparate Content Management Systems

Insurers often rely on disconnected applications to manage documents, data, and communication across the policy lifecycle. This fragmentation leads to:

• Redundant effort and data entry.
• Slow response times and delayed updates.
• Difficulty tracking customer interactions.

Impact: Teams waste time toggling between systems, risk losing context, and face challenges in collaboration, resulting in poor customer service and slower decision-making.

Example: A Fortune 500 P&C insurer faced severe inefficiencies due to its paper-heavy, multi-department document management approach. After adopting centralized content services, it digitized 20 million pages, reduced physical storage costs by 30 percent, and cut document-handling time by 75 percent.

2. Unscalable Legacy Systems

Outdated ECM and communication platforms cannot handle the increasing diversity of content types from text and PDFs to images, videos, and voice recordings.

• Compliance tracking becomes difficult.
• Regulatory updates cannot be implemented quickly.
• Maintenance costs continue to climb.

Outcome: Slow policy issuance, increased operational costs, and higher customer churn.

3. Lack of Low-Code Agility

Legacy systems force insurers to depend on IT teams for every modification, delaying communication updates and product launches.

Low-code platforms empower business users to create and modify content templates, documents, and workflows without extensive technical intervention.

Benefits of a Low-Code Approach:

• Enables real-time policy or document updates.
• Supports multi-department collaboration with minimal coding.
• Reduces time-to-market for new products.
• Decreases maintenance costs.

Example: A customer request to modify policy details that once took weeks can now be completed within hours using low-code-driven document templates and automated approval workflows.

4. Limited Personalization and Two-Way Communication

Many insurers still rely on one-way communication through bulk emails or generic updates. This approach fails to meet the expectations of today’s digital-savvy customers, who expect real-time, conversational engagement.

An omnichannel communication framework ensures:

• Personalized, two-way interactions through preferred channels.
• Consistent updates across email, mobile, and web portals.
• Context-rich communication tied to the customer’s journey.

Business Impact:

• Improved response times and reduced policy abandonment.
• Greater transparency and trust with customers.
• Higher retention through proactive engagement.

As George Bernard Shaw aptly said, “The biggest problem in communication is the illusion that it has taken place.”

5. Low Reliance on AI and Machine Learning

AI-driven content and communication management can significantly enhance insurance operations by automating document classification, risk assessment, and customer analytics.

AI/ML-Driven Advantages:

• Auto-classifies policy and claim documents.
• Extracts critical data from unstructured content.
• Detects errors and anomalies before compliance reviews.
• Predicts customer intent and enables proactive servicing.

According to McKinsey, applied AI will reshape the insurance landscape by enabling a “human-in-the-loop” model combining machine efficiency with human judgment.

Building Smarter, AI-Driven Insurance Operations

Integrated Systems for Unified Communication

A deeply integrated platform connects all content and communication layers, allowing users to access and act within a single interface.

Business Outcomes:

• Real-time updates and reduced delays.
• Improved audit readiness and compliance tracking.
• Enhanced collaboration and visibility across departments.

Content Platforms That Support Multiple Formats

A next-generation content management system functions as an insurance content cockpit supporting every content type and enabling multi-user collaboration.

Capabilities:

• Real-time annotations and updates.
• Parallel document processing for faster workflows.
• Auto-extraction of insights and analytics.

Impact:

• Higher operational efficiency for underwriters and claims teams.
• Informed decision-making backed by real-time data.

AI-Supported Document Management

Intelligent Document Processing (IDP) automates the extraction and validation of data from diverse documents from claims forms to identity proofs.

Key Features:

• AI/ML-driven classification and data extraction.
• Auto-indexing and validation for faster turnaround.
• Contextual analytics for smarter upsell and cross-sell opportunities.

Example: Using AI, an insurer can analyze a customer’s previous interactions and offer personalized add-on products such as travel insurance for frequent flyers improving conversion and customer satisfaction.

Low-Code Platforms for Agility and Cost Optimization

Low-code technology bridges the gap between IT and business teams, enabling insurers to adapt faster without technical constraints.

Core Advantages:

• Predefined document and message templates.
• Configurable workflows for faster policy updates.
• Reduced system maintenance costs and dependency on developers.

Outcome: Business users can independently manage document changes, saving time and boosting agility.

Newgen and Duck Creek: Powering the Next-Gen Insurance Ecosystem

The collaboration between Newgen Software and Duck Creek Technologies delivers an integrated ecosystem that unifies content management, communication, and policy administration through the Duck Creek OnDemand platform.

Joint Capabilities

• Unified dashboards for complete visibility across customer journeys.
• Intelligent data management for all content types documents, video, audio, and images.
• Omnichannel engagement and contextual communication.
• Enhanced compliance, data security, and governance.

Result:
Insurers gain agility, speed, and control modernizing operations while maintaining regulatory integrity.

The Business Value of Transformation

When insurers adopt AI-enabled, low-code-driven content and communication management, they achieve measurable results:

• 50% faster policy updates and claims settlements.
• 30% reduction in operational costs.
• 40% increase in customer satisfaction through real-time communication.
• 25% lower compliance risk with automated audit readiness.

Conclusion: Unlocking Growth with Smarter Content and Communication

Insurance success in the digital age depends on how effectively companies can connect their content, people, and systems.

AI and low code are not just technologies they are enablers of agility, accuracy, and customer delight.

By leveraging Newgen’s Contextual Content Services and Omnichannel Communication Platform, integrated with Duck Creek OnDemand, insurers can future-proof their operations achieving:

• Connected experiences.
• Simplified workflows.
• Smarter, compliant, and scalable communication.

In an industry driven by trust and precision, intelligent automation is no longer optional it’s the cornerstone of competitiveness.