Quadient will present an Insurance News webinar on October 14 as it expands its presence in the local insurance sector. 

Quadient, which already has insurer customers here and offshore and operates in 26 countries, provides a communications service layer for insurers and other regulated sectors. 

The 45-minute webinar, to be hosted by Insurance News editor-in-chief John Deex, will feature Quadient enterprise account manager Mani Raman and Jamie Smith, adviser at Leaders on Demand.  

Quadient says a large insurer might use thousands of communication templates, with letters commissioned separately by product, claims, legal, marketing and operation units. 

"The duplication is an organisational artefact rather than a systems one, and legacy explains why it's hard to fix. It results in a poor customer experience," Mr Smith says.  

A lack of proactive and clear communication is often what escalates a financial services complaint, a point stressed last month by the Australian Financial Complaints Authority.  

Mr Raman says insurer communications are "fragmented and failing," with regulators finding too many claim delay notifications and internal dispute resolution responses lack mandated content or aren't timely.  

"This should be front of mind. That's not the view of a vendor but a regulator statement," he says.  

Quadient's human-centered AI-driven automation solution for business communications includes "similarity detection" to alert when templates are duplicated or inconsistent.  

Customers plug in the AI vendor of their choice, leveraging their existing investment and training of their LLM. 

And it offers sentence sentiment and readability scoring for decline letters "across the whole estate rather than one letter at a time," while a prompt library helps with governance as it is not left to each author. 

"Change a regulated paragraph once and have it apply across the estate – fixing the delay notification defect at source," Mr Raman said. 

Register for the webinar here.