Claims Letters That Retain Customers: Draft Editor in Action

By Eileen Potter, VP of Insurance Marketing at Smart Communications

When a policyholder files a claim, your next move matters. The way you communicate—how clearly, personally, and quickly—shapes their entire perception of your brand. It can be the difference between a loyal customer and one who walks away.

That’s where SmartCOMM™’s Draft Editor comes in. It gives your frontline teams the tools to create personalized, compliant insurance correspondence, without the back-and-forth with legal or IT.

And when policyholders feel heard and understood, they stay.

The Claims Experience: Make or Break for Retention

You know the numbers. After a poor claims experience, nearly 30% of customers consider switching insurers. But for the most part, the claims process doesn’t fail because of policy terms—it fails when communication falls flat.

Here’s what your customers expect:

• • Clarity on what’s happening with their claim
  • Empathy in tone and timing
  • Fast, accurate updates tailored to their situation

Static templates and generic letters can’t deliver that. SmartCOMM can.

How Draft Editor Elevates Policyholder Communications

Draft Editor is built for business users, not developers. It empowers your claims handlers and customer service reps to tailor letters on the fly while staying within brand and compliance boundaries.

With Draft Editor, you can:

• • Pull in policy and claims data to personalize each letter
  • Let users edit only approved sections, preserving legal language
  • Preview and send communications instantly without leaving the core system

The result? Faster turnaround, fewer errors, and a much better customer experience.

Feature Callouts: Built for Personalization and Control

Why This Matters for Retention

Even if every interaction across the policyholder journey is seamless, your customers won’t remember that if they have a poor claims experience. And they are likely to talk about that experience to their family and friends. By improving your communications during the claims process, you build trust when it matters most. With SmartCOMM’s Draft Editor, you make every letter a moment of clarity, empathy, and confidence.

That’s not just good service. That’s smart business.

Request a Demo

Want to see how Draft Editor works inside your claims process?

We’ll show you how SmartCOMM helps insurance teams deliver clear, personalized, and policy-compliant letters. Request a demo today.

Frequently Asked Questions

What Is Draft Editor?

Draft Editor is a SmartCOMM feature that lets business users customize parts of a communication without breaking legal or brand rules. It’s ideal for high-stakes correspondence like claims letters.

How does SmartCOMM ensure compliance?

SmartCOMM locks down legally required language while giving flexibility in approved sections. You control what can be edited and by whom, ensuring every letter stays on brand and within regulatory guidelines.

Can SmartCOMM integrate with our existing claims systems?

Yes. SmartCOMM integrates with your core insurance platforms to pull in real-time data, automate workflows, and push communications through preferred channels.

Is SmartCOMM AI-enabled?

Absolutely. SmartCOMM leverages AI to suggest content, surface relevant data, and streamline the document creation process—making it faster and more accurate for your teams. (Learn more about SmartCOMM’s AI assistants.)