Simply better Insurance

How does an insurance company make the right impression on customers?

Imagine if your sales teams and agents could quickly and easily access customizable product information and you could reach customers across multiple channels in a consistent way. Imagine being able to streamline policy and claims administration to reduce turnaround time and errors.

Think of the things that make the customer experience worth shouting about throughout the customer lifecycle. From front-, middle- and back-office functions for your core insurance business to critical enterprise support functions, these are the processes, activities and interactions that Xerox supports every day.

We offer a range of capabilities to support your product management, marketing, sales, distribution, underwriting, policy administration and claims management teams.

Find out why insurance businesses worldwide come to Xerox to make insurance simply better.

Did you know that Xerox: • Supports more than 100 insurance organizations

• Handles more than 900 million claims annually

• Processes more than 7 million pieces of mail every day

• Processes 10 million images through optical character recognition every day

• Has 4,900 dedicated insurance contact center agents

Stand-out product literatureWith the help of Xerox services, insurance businesses can focus on innovative product design and product portfolio management, knowing that the challenges of creating client-facing literature are taken care of.

With the logistics covered by Xerox, it’s simple to generate literature that is in the right language, meets brand guidelines, complies with regulations and is customized to the recipient.

We’ll not only free up the time it takes to produce new literature, we’ll also make it easier for your sales staff and agents to access it through a central repository that always has the most up-to-date content ready and available.

Make a difference with:• Betterbrandcontrol:throughstreamlinedartwork,assetmanagement, printanddistribution

• Qualityandcost-effectivelocalization:throughafullrangeoflanguage services

• Shortertimetomarket:throughmoreefficientprocesses

• Easiersalesaccesstoproductliterature:throughweb-basedportals

• Targetedmessaging:throughcustomizationbasedontherecipient’s individualprofile

Five reasons to trust Xerox Guardian Life Insurance came to Xerox for a more effective client communications approach, so we developed a web-based tool that:

• Allows sales teams to easily create customized and highly targeted sales guides, with only those products and services relevant for their prospective clients

• Reduces reliance on pre-printed inventories

• Eliminates document obsolescence

• Improves control over updates, branding and compliance

• Reduces printing, shipping and storage costs

Make an impact, quicklyWith the support of Xerox solutions and services, insurance companies find they can spend less time and energy on marketing logistics for customer acquisition and retention, and more on sales and marketing. With the logistics handled smoothly and efficiently by Xerox, they can concentrate on promoting their brands, products and services to the right target audience in the right way with the right messages.

We’ll not only free up the time of your marketing departments, we’ll significantly save you money across the marketing supply chain – money you can invest in more strategic marketing and sales activities.

Make a difference with:• Consistenttargetedmessages:throughversioncontrolandworkflow automation

• Extensivereach:throughmulti-channel,multi-touchcampaignmanagement

• Betterresponserates:throughintegratedcommunicationsandcampaign personalization

• Reducedinventoryandstockobsolescence:throughbetterprocessand managementcontrol

• Improveddistribution:throughbranchcourierservices

Five reasons to trust Xerox A major life, pensions and investment arm of a UK banking group appointed Xerox as its single provider of marketing support because we give them:

• Unprecedented visibility and control of marketing processes and spend• A highly scalable service, with eye-catching material across multiple lines of business• Fast, efficient service that avoids waste• 40% cost savings• An innovation track to look at new channels and personalization

Great impressions persistFast, error-free policy application handling and underwriting for new customers is the best way to really make an impact from the start.

We’ll help you communicate with customers smoothly and efficiently. And we’ll streamline your policy management processes, ensuring that you not only create a great first impression, but that it continues throughout the term of the policy.

Our secure and compliant service infrastructure captures, manages and processes client information for policy setup and maintenance using efficient workflows and high levels of automation. Our outbound services include the reengineering of critical communications for better effect, and the creation and distribution of customer-friendly statements, bills, renewal letters, policies and welcome kits.

Make a difference with:• Speedandefficiency:throughautomateddatacapture,documentintake workflowsandstreamlinedprocesses

• Fasterquotegeneration:througheffectivedocumentprocessing

• Dataintegrity:throughvalidationandcorrectionatthepointofentry

• Significantlylessduplication:throughXerox’sinnovativetechnologyfor transferringinformationbetweenexistingsystems

Five reasons to trust Xerox A major life, pensions and investment arm of a UK banking group appointed Xerox as its single provider of marketing support because we give them:

• Manage one outcome based sourcing contract instead of more than 50 third- party contracts • Improve liquidity by passing assets to Xerox• Generate first year savings of more than 20% (more than $17million)• Cut postage costs by 25% through communication redesigns• Reduce paper use and associated costs by introducing e-delivery channels

Deliver more, retain more customers, streamline processesSpeed, accuracy and efficiency – simple measures to provide a positive customer experience when they’re making a claim. By increasing automation and the speed and accuracy of claims processing, we’re helping insurance companies improve their daily interactions with customers.

Our extensive knowledge and expertise, together with a full range of customized services, allows us to provide the highest level of customer care and quality. From front-end claims data capture and core claims processing, to payment processing, collections and analytics, we handle more than 900 million claims per year. All complemented by customer contact centers that provide customer care and retention services, building loyalty and satisfaction.

Make a difference with:• Betterdecisionmaking:throughdatadrivenanalyticstools

• Fasterprocessing:throughautomateddocumentroutingusingourintelligent rulesengine,andhigherauto-adjudicationrates

• Fasterresponsetocustomers:throughfrontendidentificationofincomplete claimdocumentsandstreamlinedprocessesthroughout

• Increasedefficiency:througheliminationofredundantdataentrytasks

Five reasons to trust Xerox A major US health insurer came to Xerox to overhaul its less-than-efficient claims processing system, handling more than 250,000 claims per week. We gave them:

• A total service package including, mailroom, data entry, storage and retrieval, digital imaging, x-ray processing• Annual cost savings of nearly 50%• Improvement of auto-adjudication claims from 30% to 80%• Approximate 50% reduction in turnaround time• 75% cycle time reduction: from 10 days to 60 hours

Better records management, better complianceThe sheer number and continual evolution of compliance requirements based on local, regional and global regulations and policies can be overwhelming. An efficient records management approach is crucial.

There’s no need to rely on an outdated file, store, search and retrieve approach; we deliver a powerful web-based digital records management system that provides security and fast access to accurate, up-to-date information. Improve customer service, increase operational efficiency and help your organizational leaders make sound, fact-based decisions, using effective records management from Xerox.

Make a difference with:• Lowercostsandimprovedefficiencies:througheliminationofpaper-based records

• Easeofdataaccess:throughon-lineweb-basedaccess

• Improveddataquality:throughautomatedupdatesofdataacross multiplesystems

• Reducedcompliancerisk:throughconsistentdataacrossdisparate applicationsandeasierregulatoryreporting

Five reasons to trust Xerox A major Canadian financial services company came to Xerox to transform its multiple, outdated and inefficient records management system for a comprehensive solution covering more than 26 million records. The solution:

• Reduces cycle times for fulfillment of daily information requests• Provides better access to information for decision-making• Improves information security, governance, compliance and risk management• Improves customer service and satisfaction• Reduces costs by more than 20%

Never disappoint a customerHappy customers are more likely to stay with you and send more business your way, while poor customer service costs your business. With customer retention and satisfaction a key part of any company’s success, insurance businesses turn to Xerox for support.

We understand the service quality standards that your customer deserve and we combine this understanding with our expertise of how to deliver the highest level of customer care and quality. We provide a range of service options, including multichannel support, customer relationship management, business intelligence, inbound and outbound services — all underpinned by cutting-edge technology that simplifies processes and reduces the cost of customer support.

Make a difference with:• Apositivebrandexperience:throughaservicethatemulatesyourculture andthroughcustomizedsolutionscomplementedbysocialCRM

• Globalreach:through121domesticandinternationalcenters

• Localization:throughaccentneutralization,culturalizationandsupportfor 20languages

• Qualityandefficiencyimprovements:throughworld-classtechnologyand morethanadecadeofcontact-centerexperience

Five reasons to trust Xerox A European global insurance company came to Xerox for a more efficient customer care solution for one of its call centers, because we were able to:

• Acquire the existing infrastructure• Improve efficiencies and quality• Grow their business through improved conversion rates• Improve overall outcomes• Provide better security and data redundancy

Give better support to your businessJust as we can help you improve processes that are at the core of your products and services, so we can simplify and streamline many of your enterprise support functions. Insurance companies turn to Xerox for a range of managed services when they want to realize efficiencies, cost savings and compliance improvements in their ‘must do’ cross-business processes.

Our Credentials: • 2ndlargestpensionsandbenefitsadministratorglobally

• Morethan3millionlearnerssupported

• 72countriesserved

• 22majorHRservicecenters

• 23languagessupported

Human Resources: driving performance through peopleFrom health and productivity programs to benefits administration, from learning services to payroll, we’re improving the experience of HR for 12 million employees and pensioners worldwide. Our delivery network combines global capabilities with localized expertise and regulatory knowledge. For you this translates into cost savings from economies of scale, improved compliance in HR, and superior employee services as a result of consistent application of HR best practice.

Our Services include:• HRManagement

• PensionsandBenefitsAdministration

• LearningServices

• HRConsulting

Our Credentials:• $35billioninfixedassetsmanaged

• 15,000accountreconciliationshandledmonthly

• 105,000salesandtaxreturnsfiledannually

• Payrollprocessedfornearly1millionemployeesin12countries

• 500,000vendors,processedthrough218banks

Finance and Accounting: streamlining transactions, supporting decisionsMore than 250 clients look to us to supplement their in-house finance and accounting teams and improve the quality and efficiency of their F&A processes. We bring more than 15 years of experience in adding value to transactional functions such as procure-to-pay and order-to-cash; and to decision support functions such as treasury and payroll, accounting closing and reporting, and financial planning and analysis.

We handle billions of transactions globally on behalf of our clients, who benefit from our knowledge of local regulatory and statutory processing requirements and our in-depth understanding of the insurance industry.

Our Services include:• Corporatefinanceservices

• Recordtoreport

• Ordertocash

• Sourcetopay

Our Credentials:• 16securedatacentersworldwide

• Morethan28,000serversmanaged,aboutone-thirdremotely

• FullITsupportformorethan37,000retailstores

• Almost375,000manageddesktops

• AleaderinGartner’sMagicQuadrantforDesktopOutsourcingServices, NorthAmerica,2012

Information Technology: enabling better ways of workingIf you’re spending too much of your IT budget on firefighting or just ‘keeping the lights on’, we can help you, and enable you to redirect your attention to innovating and supporting new ways of working. Take advantage of our 25 years of experience in streamlining IT operations, managing IT risk and aligning IT with business objectives.

We can deliver all, or part of, your IT infrastructure requirements as a service, enabling you to release resources for more strategic uses; or we can give you specific advice or support as a consultant or technology supplier.

Our Services include:• ITconsultingservices

• Applicationservices/management

• Technologyinfrastructure

• Technologysolutions

Our Credentials:• 1,000sofbusinessprintenvironmentsmanaged

• Morethan50countriesserved

• Print-relatedsavingsofupto30%

• Reducedwasteandenergyuse

Document Services: reducing costs, improving productivity and sustainability

With documents driving so many insurance transactions and decisions for both core and support functions, it’s little wonder that insurance companies want to be more efficient in their production and use of documents. It’s not just about cutting costs, but about enhancing productivity, improving information security and achieving environmental goals.

Whether you want to be able to print more efficiently, eliminate unnecessary printing or prepare your business for paperless document-centric processes, we can help.

Our Services include:• Digitaldocumentmanagement

• Strategicsourcing

• Enterpriseprintservices

Our Credentials:• Technologicalinnovationleaderine-discovery

• 300dedicatede-discoveryprofessionals

• Largestin-housedevelopmentteamintheindustry

• SAS70TypeII-certified

• VotedbestproviderbyNewYorkLawJournal

Legal: reducing cost and risk throughout the E-Discovery process

Managing complex e-discovery challenges, from claims and policy lapse litigation to compliance and regulatory matters, can be a costly and risk-prone process. Every e-discovery matter is unique, which is why insurance companies come to us to help streamline the process.

Xerox Litigation Services serve as an extension of your legal and litigation support team, supporting your e-discovery projects with end-to-end services that save time and money, reduce risk and provide a defensible audit trail at every stage.

Our Services include:• E-Discoveryservices

• E-Discoverysupportservices

• Documentandinformationprocessing

©2013 Xerox Corporation. All Rights Reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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Strengthening the heart of insurance, improving the loyalty of your customers. Throughout the customer lifecycle Xerox is helping insurance businesses realize efficiencies, provide fast and efficient customer service and improve regulatory compliance.

All of which lets them focus on attracting new customers, growing revenue with existing customers, and delivering the peace of mind their customers need. With our help, insurance is simply better.