Recent research by Cincom Systems looked into the standard and level of communication flowing from insurers to their policyholders.
The main outcome was that most correspondence is in standard letter format, with little personalisation. Another problem was the length of time it took to correspond with policyholders.
Apparently, 43% of the companies surveyed use templated correspondence and 25% were automatic, system created letters.
Our View
Whilst the results of the research do seem to ring true, we must also spare a thought for the amount of correspondence insurers have to send out. Many people working for insurers are probably employed to do work other than letter writing and standard letters help them clear work.
Whilst standard letters will always have a place, a little personalisation costs nothing and maybe policyholders wouldn't mind waiting a few extra days if they thought a real person would be sending them a letter.