A free Insurance News webinar will break down how insurers can turn around communication with customers that too often is "fragmented and failing". 

Register for the webinar here. 

The 45-minute webinar on October 14 will feature Quadient enterprise account manager Mani Raman and Jamie Smith, advisor at Leaders on Demand, and will be hosted by Insurance News editor-in-chief John Deex.   

Quadient says a lack of proactive and clear communication is often what escalates a financial services complaint, with regulators finding too many claim delay notifications and internal dispute resolution responses lack mandated content or aren't timely.   

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.  

And it offers sentence sentiment and readability scoring for decline letters, 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 defects at source," says Mr Raman. 

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

It manages templates, content governance, and high-volume document generation, turning decisions into compliant and well-designed communication across every statement, letter, email and document.