Getting it right the first time became a goal worth pursuing for this Hastings, Mich., P&C insurer.

A few years ago, Hastings Mutual Insurance Co. experienced a big problem with undeliverable mail. At one point, the number of policies with incorrect address information approached 30,000—nearly an eighth of the company’s total. Direct costs to the carrier were around $80,000 annually for additional labor, printing and postage to correct and resend documents. But the indirect costs—delays getting policies out to customers, slowed invoices, even incorrect ratings on some personal lines—thanks to inaccurate ZIP codes-were potentially far more damaging.

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