Our Going Digital project continues to make strong progress as we expand digital communications for policyholders and agents. This work is helping us deliver information faster, simplify key processes, reduce unnecessary mailings, and create a more efficient experience for both our customers and our staff.
Today, 55% of our mailed correspondence is now being delivered electronically. This includes declarations pages, renewal notices, and payment confirmations, giving policyholders faster access to important information and supporting quicker turnaround times for billing and payments.
We have also implemented email notifications for all agent tasks that are created. Agents now receive an email with a direct link to their agent portal, making it easier to access, review, and complete tasks related to their policies.
Next, the project team will focus on implementing digital communications for Claims. These communications will help keep policyholders up to date on their claim status, provide notifications when checks are issued, and reduce call volumes during claim events.
By proactively sharing timely claim updates, we can improve visibility for policyholders while allowing our staff to focus on the most critical items during high-volume claim activity.
Our long-term goal is to eliminate all non-required mailings and replace them with email communications wherever possible. This shift will create meaningful cost savings, reduce paper usage, and help us continue delivering excellent service and quality for our customers.
- Automates emails that would normally need to be sent manually
- Provides quicker communication with policyholders and agents
- Supports faster turnaround times for billing and payments
- Increased visibility for policyholders
- Reduces paper usage
- Reduces printing and mailing costs
- Improved staff efficiency
- Helps reduce call volumes
