Frontline Insurance Managers Inc. saw a critical need to improve the quality of its documents, which it found to be dated, lacking in identity and inconsistent with the firm’s brand image as a high-quality provider. Like many carriers, the Lake Mary, Fla.-based insurer knew that undertaking such a task would be no trifling matter. Frontline sends thousands of documents (i.e., unique notes) to its customers weekly, as well as hundreds of thousands of pages monthly when taking into account additional policy documents, endorsement forms on new policies and the like.

When Frontline issues a new policy, a packet stuffed with up to 100 pages must be printed, assembled and mailed to the policyholder. A Fiserv Inc. system, running on an IBM iSeries model 520 housed at Frontline’s collocation site, automatically produces separate documents detailing the policy’s declarations, terms of cancellation, conditions of expiration and, when appropriate, non-renewal documents or reinstatement notices.

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