It was clear from the start that TriPartum could deliver on our complete requirements. Their expertise, combined with the ability to deliver a cost-effective solution really stood out.

Nigel Coppen Director of retail Vantage Insurance Services

OverviewFollowing a period of expansion through acquisition and organic growth, Vantage found themselves working with a variety of systems across its various brands, many of which simply weren’t up to the job of integrating with the new back office system that was being implemented. Nigel Coppen, director of retail for Vantage explains:

“There was a sense in the business that the market had moved on with regards to documentation but we hadn’t. We were being hampered by the fact that what we were getting from our existing service provider was pretty one dimensional and we wanted a partner to work with us who could really transform our documentation. The new back office system was the catalyst for us to change and review our customer communications strategy.”

Nigel and his team had three very simple but ‘big’ asks: • to make all documentation easily readable and

understood with nothing hidden• make the structure of documents more

appealing• ensure all documents were compliant.

The business was starting to see how documents, which were often the only communication with customers in any given policy year, could actually be used as a direct communications and marketing channel.

Vantage Insurance Services transform client facing documents with managed service from TriPartum

Client story

TriPartum built a team that could fulfil the brief and continue to be hugely professional in the way they support our business.

Nigel Coppen Business Development Director Vantage Insurance Services

SolutionThe team at TriPartum were able to demonstrate it could deliver on what was required and also within the defined budget Vantage had set aside for the project. TriPartum’s industry expertise enabled them to work seamlessly with the print service provider to deliver a fully integrated end-to-end solution.

The starting point was to review and establish the fundamental business rules and processes required to physically get documentation ‘out the door’ to a customer. Getting this right first meant that the project could then focus on the aesthetics of documentation. This meant

it into meaningful documents for customers. Whilst that sounds simple in principle, the key to success was to get the process and business rules in place to support personalised as well as simplified documents.

We focused on rationalising, redesigning and streamlining the process. Tailoring each customer document to set business rules, Vantage were able to substantially reduce the number of pages a customer received and the associated print and postage costs.

As part of the managed service that TriPartum provides, a daily dashboard gives Vantage clarity around the number and type of documents that have been produced each day, as well as where there might be problems. For instance a quotation may have failed because it did not meet all the business rule requirements set out. This kind of daily visibility is something Vantage simply didn’t have before.”

Transforming a fundamental business process was no easy task to get buy-in and approval for. Nigel sheds some light on the challenges:

“When you are process that people have been comfortable with for a long time and fundamentally changing the concept of what

balancing what legally had to be displayed with what the customer actually needs to read making the document easier to digest.

The TriPartum team could see that there was a significant opportunity for improvement and that customer documentation was simply being sent out as ‘part of a process’ and not being integrated into other areas of the business. There was a clear potential for it to be used much more pro-actively as a marketing tool, for example, to up or cross-sell services to both existing customers and prospects.

The review of the 50+ different variations of documents that are issued across the company’s eight insurance or underwriting brands focused on changing four key areas: • tailoring documentation more specifically to

audiences• managing regulatory documents electronically• overall page reduction through effective use of

the white space• eradicating duplication of information where it

wasn’t required to be restated.

Mike Prager, technical director at TriPartum explains: “Our challenge, put simply, was to take the data that Vantage provided and turn

documentation is for, it’s inevitably a challenge. As I kicked off the process it was clear that there would be some detractors and some advocates. It was critical in those early stages that I could show the difference TriPartum could make to our business – it was a real ‘seeing is believing’ response to what we were suggesting. I was delighted when the penny dropped across the business to what a difference this new approach could make to us.”

BenefitsAs a result of the overhaul there have been some tangible benefits: • Print and postage costs have decreased

significantly as all packs have reduced in length.

• All documents now have a coherent look and feel.

• Issuing a document is now an automated process – right from capturing a client / prospects requirements to the printing and despatch of documentation.

• Retention rates have increased. • Calls asking for clarification around

documentation have been reduced.

Vantage Insurance transforms client facing documents Vantage is a leading, privately owned, independent insurance broker and underwriting agent. It specialises in providing insurance solutions to tour operators, travel agents, affinity groups, corporate clients, insurance companies, Lloyd’s underwriters, and other insurance brokers.

The insurance industry has a tough job on its hands in communicating clearly and concisely at every step of the insurance lifecycle – whether that be quotes, policy documents, claims correspondence, policy changes, and so on. This in itself is a difficult task, however regulatory requirements also adds to that complexity.

KEY BENEFITSPrint and postage costs have decreased as all packs have reduced in length.

All documents now have a consistent look and feel.

Issuing a document is now an automated process – right from capturing a client / prospects requirements to the printing and despatch of documentation.

Retention rates have increased.

Calls asking for clarification around documentation have been reduced.

The ‘white space’ in documents is starting to be used more widely as a way of communicating on other matters to customers; notifying them of offers etc.

© TriPartum Vantage Insurance Services: Insurance documents

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• The ‘white space’ in documents is starting to be used more widely as a way of communicating on other matters to customers; notifying them of offers etc.

A series of customer satisfaction surveys are also showing the improved customer experience derived from more simple, concise and clear documentation being issued.

Most importantly, from Nigel and his team’s perspective is the flexibility that the new way of working has brought. Changes can be made to documents very simply and quickly (often in a matter of hours) – it’s no longer part of an arduous business process. Nigel concluded:

“You know when something has been successful when you start to hear a shift in language across the business. I’m now beginning to hear people refer to documentation as a marketing tool and not simply as forms to be sent. Our original goals of what we wanted from this process have been more than met. We started this process playing catch-up, concerned that the industry had moved on in its use of documentation but that we hadn’t. I’m confident now that we are one of the leaders in the sector and have actually over taken many of those companies we were trying to catch-up with.”

You know when something has been successful when you start to hear a shift in language across the business. I’m now beginning to hear people refer to documentation as a marketing tool and not simply as forms to be sent. Our original goals of what we wanted from this process have been more than met…

Nigel Coppen Director of retail Vantage Insurance Services