Insurance Companies Can Reduce Their Carbon Footprint with a Net-Zero Emissions Plan That Includes Customer Communications

by | Dec 3, 2021

Proven Strategies to Increase eDocument Uptake at Your Insurance Company

When a climate change-related disaster strikes, insurance companies are at the forefront of the disaster response and recovery process. Given this direct exposure to the costs of a changing climate, it is no surprise that these companies are placing increased importance on how they can be good corporate citizens by “going green” and reducing emissions. Insurance customers and employees also value corporate sustainability plans, as do shareholders.

Defining an ESG (Environmental, Social and Corporate Governance) strategy for an insurance company is a complex and multi-faceted task. But there are some relatively simple and pragmatic steps that any insurance company can take immediately to address its environmental responsibilities and move closer to a net-zero emissions goal.

Is your insurance company ready to work towards emission goals and at the same time improve your customer experience? One easy improvement could be as close as your customers’ mailboxes.

Today, innovative digital technology is available that allows insurance providers to streamline their many complex processes, improve customer communications and ultimately enhance insurance customer experience.

Customer Communication Management (CCM) in insurance is an example of such innovation. It enables the creation and delivery of business-critical documents and omnichannel personalised communications, engaging customers throughout the entire lifecycle with the insurance provider.

This enhances customer experience, which in turn, ensures business success in this increasingly competitive digital era.

Are you ready to deliver a consistently positive customer experience across all channels while also easing the shift to paperless and moving towards your net-zero emission goals? Contact a Doxim CCM expert to learn more

Increase eStatement and eDocument Uptake

Sustainability is top of mind for many customers today, making it increasingly likely that they will consider eStatements and eDocuments. By making it easy to “turn off the paper” and showcasing how digital communications both help the environment and improve the customer experience, you can achieve paperless adoption rates that would have been unthinkable a few years ago.

Here are a few proven strategies to increase eDocument uptake at your insurance company:

  • Ask your customers for their email addresses at every touchpoint.
  • Make ’email address’ a mandatory field on all application forms.
  • Send out an eWelcome Pack – useful numbers, office locations etc. via email to every new email address/customer you have; include lifecycle messaging in your online strategy.
  • Make eStatements the default for all new accounts and use transactional messaging to further reduce paper communications.
  • Once a customer is enrolled in e-Communications, keep them there with an exceptional digital experience. This can be done by leveraging advanced HTML and personalized video solutions that drive engagement with highly personalized, relevant content.

Remember, your customers increasingly want to hear about and be part of your corporate sustainability story. It feels good to play a role in a change that helps the planet. Moving to digital communications is a simple way for customers to contribute to your sustainability initiatives, so don’t be shy about asking them to consider it.

Get Help from an Environmentally Responsible Vendor

Insurance companies understand that while many customers will embrace digital communications, there will always be customers for whom paper communications are the right fit, or communications that must, by law, be provided in print. The good news is that there are still ways to reduce your carbon emissions while generating these communications.

Operating an in-house print shop can often lead to inefficiencies and increased costs, both in terms of dollars and in terms of environmental impact. One way to avoid these pitfalls is by working with an environmentally responsible Customer Communications Management (CCM) vendor. This way, you can increase the efficiency of your print communications by leveraging modern equipment, resilient processes, and deep expertise for quality. This, in turn, can offer a lower carbon footprint than running older equipment in house, or having to reprint bills and other documents that don’t meet quality standards.

Ecologically conscious insurance companies are also advised to find a vendor which will print on Forestry Stewardship Certified (FSC) environmentally friendly paper stock and offer householding (delivering multiple combined documents, related to different members of the same household, in a single package) to further reduce environmental impact.

How Doxim helps insurance companies meet their net-zero emission goals

At Doxim, we are proud of the ways in which we help our clients work towards their net-zero emission goals. For example, by enabling clients to deliver eStatements to their customers, in 2020 Doxim CCM (Customer Communications Management) helped drive positive impact for our environment and communities:

  • Saved 145,800 trees
  • Eliminated 6,075 tons of paper waste – an equivalent of paper waste produced by 17,860 people in the US annually
  • 130MM gallons of water conserved – an equivalent of annual water consumption of over 400 Americans or running 93,700 laundry cycles
  • 45MM kWh of electricity saved – enough to power 4130 homes for a year
  • 109MM pounds of CO2 – the amount produced by 9,910 cars in a year

All insurance customers have a common thread-they expect a positive and seamless communication experience regardless of their position on the paperless adoption curve. By working with Doxim, you can ensure these needs are met while reducing the carbon footprint of both your digital and paper-based communications. CONNECT WITH ME

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Scott Biel
Scott has 25 years of experience in Customer Communications Management (CCM), with a primary focus on delivering exceptional results for the financial services industry.In his current position as VP Sales, Financial Services North America, Scott leads a team of sales executives who sell Doxim solutions to the financial services industry, including Wealth, Insurance, Banking and Credit Unions.Scott leverages his extensive knowledge of CCM, regulated and financial services to improve customer experience, drive operational effectiveness and achieve cost optimization through digital technologies.

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