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An SMA Point/Counterpoint Research Brief


Authors:

Mark A. Breading, Partner

Karen Furtado, Partner

Publication Date: July 12, 2012

Number of Pages: 8

Price: $395.00 USD

Next generation technology advancements have ushered in a wave of new distribution and interaction channels, creating requirements for e-delivery that further complicate the already complex world of forms and document management. According to SMA’s latest research, a majority of insurers are using policy administration systems (PAS) to manage policy documents and forms. Others are using customer communication systems (CCM) for policy document management, systems that have traditionally been more focused on managing customer correspondence across the value chain.

Both technology options (PAS and CCM) can deliver real value for managing policy-related documents. Many insurers are trying to figure out which avenue will provide the best approach. Is one better than the other? Are both needed? This report investigates the particular strengths and weaknesses of each approach. Insurers will find it useful in evaluating alternatives and determining the best choices for their businesses.

This SMA Point/Counterpoint Research Brief is part of a series of reports covering today’s challenging decision points for insurers. Recognizing that there are multiple options for delivering robust business and technical capabilities, SMA uses this format to frame the discussion and present factors for consideration that will help insurers optimize technology to meet today’s expanding requirements.