Case Study

Print and Mail Automation for a Leading P&C Insurance Company

Discover how a major property and casualty insurer reshaped its high-volume print and mail operations with XBP Global’s marketing execution services

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Challenge

The insurer operated a fully in-house print and mail center responsible for more than sixty document types, from policies and certificates to checks and tax forms. Production relied on LCDS data processed through VPSX software, supported by aging equipment and manual procedures that slowed output and increased error rates. Image files containing LCDS data were printed using VPSX software, and the environment lacked operational controls due to its highly manual setup.

Mail often entered the USPS system late, resulting in delivery delays and limited visibility into tracking or compliance. Inventory was managed manually, and a small operations team struggled to keep pace with the rising volume of documents. Offset materials were heavily used, increasing dependence on pre-printed stock and driving up material costs. To stabilize performance and reduce operational strain, the insurer needed a modernized print and mail environment built on automation, accuracy, and scalable processes.

The long-standing relationship with XBP Global began in 2011, when print and mail operations were migrated from the insurer’s onsite facility. Over the years, the partnership expanded through trust, consistent delivery, and shared process improvements.

solution

XBP Global Marketing Execution Services (XME)

As a part of XME’s print and mail automation, we introduced a structured, two-phase modernization approach that automated production workflows, enhanced document composition, and improved control across the communication lifecycle.

Phase I – Operational Modernization

XBP Global redesigned the production environment with a focus on speed, tracking, and automation.

Phase II – Design and Composition Modernization

 

XBP Global expanded the program to modernize document creation and delivery.

Key Actions Included

  • Introducing piece-level tracking across all output
  • Bringing presort operations onsite to accelerate USPS entry
  • Using DocDNA for web-based hosting and archival of reports
  • Converting LCDS print streams from VPSX to PostScript to support automation and barcoding
  • Applying business rules for insertion barcoding, householding, planet code tracking, and pull processing
  • Deploying high-speed inline color printers to eliminate pre-printed stock
  • Implementing barcode-driven inventory management with automated alerts (barcoding materials upon arrival and monitoring min/max levels)
  • Establishing an ongoing knowledge resource for technology and process updates
  • Enabling easier-to-read materials that improve customer satisfaction and accuracy
  • Reducing dependence on outdated print and mail equipment
  • Achieving additional material savings through high-volume purchasing discounts
  • Migrating all business lines to Exstream (now OpenText) for batch, real-time, and interactive output
  • Enabling real-time printing for agents and interactive templates for service representatives
  • Integrating OnBase and Guidewire for capture, storage, and synchronization
  • Creating a web service engine to generate pre-filled DLFs, support live edits and approvals, and archive final PDFs
  • Automating PDF indexing and document status updates through secure web service calls
  • Enabling multi-channel delivery across print, email, fax, mobile, local print, archive, and batch outputs
  • Resolving legacy template limitations where templates were not data-driven, not payload-driven, and could not be combined due to condition-based text rules
  • Delivering the distinguishing capability of real-time document generation to agent desks and interactive services through customer systems

The resulting platform now processes more than 18,000 envelopes per day with consistent quality and improved operational visibility.

Benefits

Benefits of Implementing Marketing Execution Services

By partnering with XBP Global, the insurer replaced manual production with fully trackable, automated workflows that improved speed, accuracy, and control across customer communications.

  • Over 18,000 envelopes processed daily with full traceability
  • Faster turnaround and more consistent delivery performance
  • Reduced labor, equipment, and material expenses
  • Inline color printing removed the need for pre-printed materials
  • Automated inventory tracking improved stock management
  • Real-time document generation for agents and service teams
  • Scalable framework supported by continuous enhancements

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