Insurix

Correspondence Management

Correspondence Management refers to a new class of system that manages outbound and inbound correspondence in any document format from various data sources using formatting and process rules. Examples include Approval/Denial letters, legal documents, request for information, transaction confirmations, client correspondence, direct mail marketing, insurance policies, sales offers, etc. - in essence, any document that can be generated from existing data sources using defined rules. Insurix combines this with the ability to match inbound correspondence to originating outbound correspondence. Work queues designed specifically for this purpose allow follow up on time sensitive information required to close the loop on circular business processes.

Historically this area covered relatively simple, high volume correspondence where variables such as customer name were inserted to create a personalized document. Correspondence Management takes this concept to the next level. Correspondence Management is able to handle extremely complex document generation based on user managed business rules and document components (words, sentences or paragraphs of variable text) across product lines and geographies. These correspondences are often triggered within a larger workflow process. Complex documents are variable.

The system provides an integrated correspondence management module that automatically composes and transmits relevant event driven correspondence. The module then tracks the life cycle of all communications for status tracking. Correspondences exist in messaging, letter and email format. They can be maintained by a business user through a configuration tool. Currently over 100 correspondence templates are available. Tokens may be utilized to insert variable information into correspondences. Correspondence may be triggered by systematic events (such as application denial decision) or may be requested manually in selected workflows. Business users have the ability to configure what correspondence is available for selection in relevant workflows.

System Highlights

  • Ability to create and manage outbound and inbound correspondence.
  • Ability to utilize bar codes for correspondence tracking.
  • Ability to match inbound correspondence to originating outbound correspondence.
  • Ability to create custom email and letter templates.
  • Ability to assign tokens (variables) to the templates to include dynamically populated content (such as member name, plan name, effective dates, etc.)
  • Ability to create templates in HTML or plain text format.
  • Ability to integrate with document management vendor to store image of distributed correspondence.
  • Ability to interface with the system through API based web services.
  • Ability to assign attributes to the correspondence which are used in the automatic triggering of the letter or email by the workflow system. Attributes include market segment, state, underwriting decision, etc.
  • Ability to route work items containing correspondence to a review queue for review and evaluation prior to distribution of the correspondence.
  • Ability to prevent unacceptable letters from being sent upon evaluation in review queue.
  • Ability to retrieve, view, and print all correspondence, including auto-generated and user-generated correspondence, directly from the system.

Software Solutions

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