In the world of claims transformation, most conversations center on automation, modernization, and data strategy. But there's a foundational element hiding in plain sight—one that shapes both the claimant experience and the daily lives of claims processors:
Correspondence standardization.
If you've ever dealt with 200+ letter templates, each team member using their own version of the same document, or onboarding a new hire and teaching them the nuances of the multitude of correspondence templates, you know the pain points. And if you've recently gone through an acquisition or system migration? The sprawl is often even worse.
In our first Claimversation live session, Benekiva's Director of Products & Solutions, Jes Vargas, shared why this often-overlooked area is one of the most impactful places carriers can start improving the claims experience, or even customer experience as a whole.
Here's a recap in case you missed it.
Most carriers accumulate hundreds of templates over time. What looks like "flexibility" is actually:
"We put so much decision-making on the person creating the letter when the system could be doing 80% of that work." — Jes Vargas
Standardization isn't about removing nuance. It's about identifying common language, reducing duplication, and using logic-driven variables instead of entire one-off templates.
The payoff?
In one project, a carrier reduced its letter count by ~40% midway through a transformation simply by consolidating and standardizing.
A common misconception: you need a new admin system or full modernization before you start. Jes's take is refreshingly direct:
"There's no perfect time. You just start."
She recommended taking a practical, phased approach:
Standardizing letters is part process, part technology—but mostly people.
Frontline claims professionals must be at the table. Their feedback shapes what actually works (and what doesn't). Jes provides tips for:
If you're a carrier dealing with:
This claimversation is for you.
And if you'd like a sounding board, we'd be happy to help as you plan out your correspondence standardization journey. Set up a time with one of our claims experts.
Stay tuned for our next Claimversation, coming in December, where we continue exploring the intersection of people, process, and technology—and how claims professionals can build a better, more modern claimant experience from the inside out.
Discover how Benekiva's platform can help you standardize correspondence and transform your claims experience.
