Deliver important insurance documents customers can always find

A practical guide to choosing the right approach for different insurance communications, from service messages and live policy information to important documents customers may need to keep for years.

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A complete approach to customer documents

Different documents do different jobs

Policy administration systems, email and messaging, customer portals and Documentd each serve a different purpose. The right choice depends on the job: creating and managing policy information, communicating with customers, providing access and interaction, or permanently delivering an important document to the recipient. Using each in the right way creates a better customer experience and reduces avoidable support queries.

Policy systems Create & manage

Generate, manage and control policies, claims, customer information and documents.

Email & messaging Communicate

Reminders, alerts, updates and everyday customer communications.

Four complementary roles The right tool for the right job

Better experience · fewer support queries

Documentd Deliver, keep & find

Deliver permanent, recipient-owned copies that remain private, accessible and easy to find.

Customer portal Access & interact

Secure access to live policy information, claims, transactions and account services.

No single channel is right for every communication. Email works well for transient messages, portals for live policy information and interaction, and Documentd for important documents that ought to become permanent, recipient-owned records.

Insurance in practice

Choose the right approach for each communication

Portals are the right place for live policy information, claims progress and customer interaction. Email and messaging handle reminders and transient updates. Documentd is designed for important, point-in-time documents that customers may need to retain and find again long after they were issued. Using each appropriately gives customers a clearer, simpler experience and helps reduce avoidable support queries.

Email & messaging

Communicate

Best for short-lived information, reminders and prompts to take action.

Renewal reminders
Payment reminders
Claims updates
Service notifications

Customer portal

Access & interact

The right place for live information, self-service and ongoing interaction.

Current policy information
Claims status
Account changes
Quotes and transactions

Documentd

Deliver & retain

For important point-in-time documents customers should keep.

Policy schedules
Certificates of insurance
Renewal documents
Claims decisions
Settlement documents

Where Documentd fits

Portals provide access. Documentd gives important insurance documents a permanent home with the customer.

Customer portals are excellent for live policy information, claims progress, transactions and self-service. Email and messaging are efficient for reminders, alerts and other transient communications. Important point-in-time documents have a different job: customers may need to retain them for proof of cover, claims, tax, legal or personal records and find them again years later.

Documentd is designed for those documents. It delivers a permanent, recipient-owned copy into the customer's own private document home, independent of continued portal access and easy to find again whenever it is needed.

Policy systems create, manage and control policies, claims, customer data and documents.

Email & messaging communicate reminders, alerts and other short-lived information.

Customer portals provide secure access to live information, transactions and self-service.

Documentd delivers permanent, recipient-owned copies of important insurance documents.

Business Case 02

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See how Documentd can reduce portal complexity, improve customer service and phase out unnecessary post.

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