In a world where Twitter, emoticons, text messages, emails and social media have become the preferred means of communication, for claims professionals, there is still a need to contact policyholders and claimants in writing.
Many insurers have form letters that they have been using for quite a while. How long has it been since you have looked at the template letters your claims professionals use regularly?
Some managers don't look at them for years or until they must be migrated to a new computer system. Then it is easier to see some obvious problems that have been perpetuated over the years.
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