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Insurers manage more paperwork per customer relationship than almost any other sector: policy documents, claims files, medical evidence and correspondence, much of it with a retention obligation that runs for decades after a policy lapses.
DORA does not stop at banks: insurance and reinsurance undertakings fall within its scope too, which means the same ICT risk management, incident reporting and resilience testing requirements apply to the systems that manage policies, claims and customer communication.
On top of that, a claims file has a life of its own: it can be reopened years after it was closed, which makes retention and retrievability as important as how quickly it was processed in the first place.
Two practices cover most of what comes up in insurance. Both link through to the full explanation rather than repeating it here.
A claims file that stays retrievable and intact for as long as the policy, and often well beyond it, with access rules that follow the record rather than the folder it happens to sit in.
Policy documents and claims correspondence that stay consistent whether they go out by post, email or portal, and that can be reproduced exactly as sent if a claim is disputed.
SmartCOMM (Smart Communications) has the clearest insurance footprint in this portfolio: conversational, business-user-edited communication that fits claims correspondence particularly well. Where the content itself needs a longer-term home rather than just delivery, Hyland OnBase is the platform we bring in alongside it.
A typical insurance engagement starts with claims correspondence: the templates and business rules move onto one platform first, because that is where the volume and the compliance exposure both sit. The underlying claims file usually follows once the communication side is stable, not before.
Starting with the file instead often means solving a storage problem while the communication itself, the part a policyholder and a regulator both actually see, stays exactly as fragmented as before.
Which platform we propose depends on your process and systems. These are the ones we deploy most often here, delivered by Canon IMS under one contract.
Insurance is one of the sectors where Canon IMS competence centres have worked longest, from document processing and archives to policy and claims communication.
Yes. Insurance and reinsurance undertakings fall within the scope of DORA, which makes retention, audit trails and access control part of operational resilience.
Yes. Hyland OnBase integrates with Keylane, and OpenText Content Management offers out-of-the-box integration with Guidewire, so documents link to policies and claims.
Yes. De Goudse Verzekeringen moved its document processing to the cloud, and Athora Nederland migrated 1.2 billion pages to OnBase in the cloud.
Tell us which process feels the most exposed right now. We will tell you where the pressure actually reaches, and where it does not.
Acxess
Amsterdam, Netherlands
+31 20 000 0000
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