Quadient, which operates in 26 countries, will present a free Insurance News webinar on October 14 as it expands its presence in the Australian insurance sector.

Quadient, which already has insurance customers in Australia and around the world, provides a modern and unified communications service layer for insurers and other regulated sectors.

Enterprise account manager Mani Raman says insurer communications are "fragmented and failing," with a review by the Australian Securities and Investments Commission finding too many claim delay notifications and internal dispute resolution responses lack mandated content or weren't timely. This is a communications defect, he says.

Proactive and clear communication is often what stops a financial services complaint escalating, he adds, a point stressed last month by the Australian Financial Complaints Authority.

"Every insurer reviewed failed the timeframes. Because everyone failed, nobody in the room feels singled out," says Mr Raman, who is based in Sydney.

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

The 45-minute webinar, to be hosted by Insurance News editor-in-chief John Deex, will feature Mr 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.

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.

User-level traceability satisfies risk functions.

"The Customer Relationship Management system isn't producing and delivering a regulated record, including a compliant physical one. This is why you need a communications service layer like Quadient," Mr Raman says.

"The best practice is one composition layer or service that the policy system, the CRM, the portal, the app, email, SMS and print all call – business users editing inside approval workflows and built in testing.

"Change a regulated paragraph once and have it apply across the estate – fixing the ASIC delay notification defect at source. Delivery tracking and automated archival and redelivery is also important.

"It turns 'we told you' into something evidenced when the dispute reaches AFCA."

Register for the webinar here.