In 1968, following destructive riots in New York, it was revealed that many inner-city residents lacked adequate insurance. That led to the formation of the New York Property Insurance Underwriting Association (NYPIUA), which offers basic property insurance to people who can’t get coverage in the voluntary market. Since its formation, it’s been tested by terrorism and hurricanes – especially 2012’s Hurricane Sandy – but that doesn’t mean its business challenges differ that much from traditional insurers.

Like most carriers, NYPIUA has been working hard to deliver on customers’ rising service-level expectations and respond to the flood of digital communications. But as the largest insurer of last resort in the United States, it still receives an extraordinary amount of paper-based documentation, and its workflows and business processes long have been oriented around the mailroom. In short, NYPIUA needed a cost-effective way to improve service levels, digitize and modernize internal processes and ensure that customer information and case files were secure and easy to access – especially in case of disaster.

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