Is Your CCM Working for You?

Customer communications management (CCM) plays a critical role across the insurance lifecycle. From policy issuance and billing to claims correspondence and regulatory notices, your CCM platform directly impacts customer experience, compliance accuracy, and operational efficiency.

As insurance organizations face growing regulatory complexity and rising expectations for personalized, digital first communications, many CCM platforms struggle to keep pace. This self-assessment helps insurers evaluate whether their CCM solution supports modern insurance operations or creates friction that slows teams down and increases risk.

Answer honestly based on how your CCM performs today, not how it is intended to perform.

How to Complete the CCM Self-Assessment

Rate how accurately each statement describes your current CCM platform:

• 5 = Strongly agree

• 4 = Agree

• 3 = Not sure

• 2 = Disagree

• 1 = Strongly disagree

CCM Self-Assessment for Insurance Organizations

Customer and Employee Experience in Insurance Communications

• Policyholders receive accurate, timely, and accessible communications across print and digital channels.
• We deliver policy, billing, and claims communications through each customer’s preferred channels without duplicative effort.
• Our insurance communications are written in clear, consistent language that reduces confusion and service inquiries.
• We personalize customer communications using structured data without slowing development or delivery.

Why this matters:
Poor customer communications increase call volume, frustrate policyholders, and place unnecessary strain on service teams.

Speed and Operational Agility of Your CCM Platform

• Business users can safely update insurance communications without relying on IT for routine changes.
• Updates to regulatory language, contact details, or business rules can be made quickly in a governed environment.
• Templates and reusable content components support consistency across lines of business.
• We can respond to regulatory or market changes without manual workarounds or document version sprawl.

Why this matters:
Slow CCM updates delay regulatory response and increase operational risk for insurers.

Compliance, Accuracy, and Risk Management

• The most current required regulatory language appears correctly in every insurance document and form.
• We have clear visibility into who edited content, when changes were made, and why.
• Document and form updates can be reviewed, tested, and approved before release.
• Our CCM includes built in controls that reduce compliance risk rather than shifting it to manual processes.

Why this matters:
Limited governance and audit visibility often lead to compliance gaps, rework, and increased regulatory exposure.

CCM Technology and Core System Integration

• Our CCM integrates cleanly with policy, billing, and claims systems.
• The platform reliably supports peak insurance events such as renewals and large mail runs.
• Updates and enhancements do not require frequent manual intervention or replatforming.
• Security, access controls, and data protection meet insurance industry standards.

Why this matters:
Rigid or fragile CCM integrations limit scalability and drive up long term technology costs.

Efficiency and Cost Control in Insurance Communications

• We manage customer communications using fewer tools than we did in the past.
• Manual work for operations and service teams has been significantly reduced.
• New team members can be onboarded quickly without deep technical expertise.
• Our CCM delivers measurable improvements in efficiency, cost control, or speed to market.

Why this matters:
Inefficient CCM environments quietly increase costs through manual effort, delays, and tool sprawl.

CCM Self-Assessment Scoring

Add up all your responses to calculate your total score.

• Minimum score: 20

• Maximum score: 100

What Your CCM Score Means

85 to 100: High Performing CCM Solution

Your CCM platform supports agility, compliance governance, and scalable insurance communications. Organizations in this range can respond quickly to regulatory and business changes without disruption.

65 to 84: Functional but Holding You Back

Your CCM meets core needs but may limit efficiency or increase risk. Insurers in this range often focus on reducing IT dependency and improving content reuse.

45 to 64: Struggling to Keep Up

Manual processes, limited integration, or weak governance are likely slowing response times and increasing compliance exposure.

20 to 44: High Risk, High Effort CCM

Legacy tools and manual workflows may be negatively impacting customer experience, compliance confidence, and cost control.

When Should Insurers Reevaluate Their CCM?

If your assessment revealed challenges such as:
• Delays in updating policy or claims communications
• Heavy reliance on IT for routine content changes
• Increased compliance risk driven by manual processes

It may be time to reevaluate whether your CCM platform is designed for modern insurance operations.

Modern Customer Communications Management for Insurers

Leading insurers are adopting modern CCM platforms that combine business user control, strong governance, and scalable architecture.

Learn how insurers simplify compliance, accelerate document updates, and improve customer communications with GhostDraft.