Chartis Insurance

SUCCESS STORY

Part of the AIG Worldwide group, Chartis is one of the largest insurance providers to citizens across Germany

Discover the: Challenge | Solution | Results

Chartis Insurance

company

Perceptive Document Composition from Lexmark pulls data from multiple applications together, and with it Chartis Insurance’s document authoring process is now centralized—and far more efficient than the old, decentralized model which required each business unit to author, output and archive its own content.

Industries

Insurance

Products

Content Publishing & Distribution, Records Management

Challenge

Seeking improved content composition

Chartis Insurance’s Germany offices were struggling to keep up with supporting the documentation requirements of the 600,000 policies its 2,500 brokers issue annually. Previously, generating each policy involved a complex manual process— gathering paper files, electronic documents and pre-printed attachments, using outsourced and central printing, and waiting for this disparate data to move between divisional offices before the packet was finalized. An associate then entered broker data in multiple systems and manually prepared a cover letter using an outdated mainframe system.

“Fundamentally, the business of an insurance company is the creation of documents—it represents the product,” explains Birgit Karlsberg, a business process consultant at Chartis. “We wanted to ensure the infrastructure also supports our most complex documents, instead of just simple letters.”

Solution

We transformed the document generation process from mainframe-based printouts to generating modern documents in an automated process. Perceptive Document Composition is also adaptable —we made changes to 600,000 contracts easily and quickly to comply with the WG government insurance regulations.
Birgit Karlsberg Business Process Consultant

Transforming document authoring

To meet these needs, Chartis selected Perceptive Document Composition, a versatile document output management (DOM) suite from Lexmark. Now, Perceptive Document Composition pulls data from multiple applications together, and the document authoring process is centralized—and far more efficient than the old, decentralized model which required each business unit to author, output and archive its own content. Centralizing content has also ensured that document creation standards are defined and implemented across the company’s property and casualty, marine, personal, accident and health insurance lines.

“Before, everything looked different in each document, but we now have uniform layouts and consistent corporate design,” Karslberg said. “This promotes our brand to clients.”

Designing a new document is made simple by a Microsoft Word integrated dragand-drop tool, and components and document templates are reusable—something that wasn’t possible before Chartis used Perceptive Document Composition for document authoring. The seamless Word integration meant that the learning curve was simple to overcome for document designers and end users alike.

“Perceptive Document Composition offers a wide range of batch and online processing for the creation of customized document generation,” Karlsberg said. “We have one system for everything, which reduces technical complexity and increases end user productivity.”

Results

Supporting compliance with an intuitive solution

Certain documents, such as contracts, have some elements mandated by industry, the German government and the European Union, others that Chartis wants to include in all such documents, and still others that are user-defined. With Perceptive Document Composition, all these considerations are easily addressed during the design process.

Rules-based logic ensures that all necessary information and corporate branding is applied to each new document within pre-defined layouts, while the Perceptive Document Composition interface also offers users the convenience of being able to add certain personalized elements to documents where appropriate, all from the familiar Microsoft Word environment. Staff members can preview final documents and make last minute changes before dispatching their content to customers.

“The unique value of authoring documents in Perceptive Document Composition is that designers can define conditions and actions for document templates without programming,” Karlsberg said. “The ability to author content in Microsoft Word has also been a large benefit, and document designers find Perceptive Document Composition easy to use.”

Once completed, a document is easily added to one of the 300 bundles Chartis has defined for contracts, customer correspondence, quotes and brokers’ other business processes. Where user interaction is required to customize a response— such as for a claim or a customer query—document creation is triggered by the insurance system. The user is prompted to select predefined text or to add additional information, and the document is generated online.

Perceptive Document Composition offers a wide range of batch and online processing for the creation of customized document generation. We have one system for everything, which reduces technical complexity and increases end user productivity.
Birgit Karlsberg Business Process Consultant

Anywhere, anytime content access

A web-based thin client version of Perceptive Document Composition enables users to generate the content they need—such as claims and quotes—on the go and, thanks to tight integration with the insurance system’s browser-based client, without opening new screens. As with the full client, the entire process is simple, standardized and fast

“We transformed the document generation process from mainframe-based printouts to generating modern documents in an automated process,” Karlsberg said. “Perceptive Document Composition is also adaptable—we made changes to 600,000 contracts easily and quickly to comply with the WG government insurance regulations.”

Before deploying DOM, Chartis retained scores of pre-printed documents to use during batch document generation and for one-offs. This costly overhead has now disappeared, as all content is created on demand. There’s also no need to throw old documents away, and making changes to company-specific information is simple and easily applied across all 600 documents Chartis has in production.

“We have eliminated the need for keeping pre-printed documents and stationary,” Karlsberg said. “With Perceptive Document Composition, everything is printed on demand.”