In today’s rapidly changing insurance landscape, insurers face mounting pressures from economic and environmental uncertainty, coupled with rising policyholder expectations. Navigating these challenges means they need to improve how they operate, enhance customer experience and manage compliance costs. A recent industry survey, however, revealed a problem: Many insurers aren’t set up to tackle these strategies effectively. In fact, over half of them cited data fragmentation as their top operational hurdle.
Insurance companies continue to rely on inefficient data collection such as paper-based forms and static PDFs, forcing policyholders into tedious, error-prone data submissions. These outdated processes lead to manual data entry, repeated follow-ups, and inconsistent service. As a result, customers churn and bring down net promoter scores (NPS). Meanwhile, policyholder data is scattered across line-of-business applications, forcing staff into a “swivel chair” routine as they search for crucial data. This disconnected approach not only delays decision-making but also creates significant operational inefficiencies.
At the same time, insurers are grappling with increasing volumes of data from connected devices like telematics, smart home systems, and wearables. While this influx of data represents a tremendous opportunity to tailor policies and set accurate premiums, many insurers lack the capabilities to capture business-critical metadata efficiently.
Harness Your Data: From Overwhelmed to Supercharged
So, what can insurers do to turn data into business intelligence? The answer lies in embracing an enterprise content management (ECM) system as a unified source of truth and data orchestration engine.
With an ECM as the data backbone, insurers can:
Deliver a superior customer experience through intuitive forms for policyholders that automate and standardize data intake for staff, ultimately speeding up service delivery.
Harness the power of data by breaking down silos and integrating data across core systems to gain a complete view of policyholders.
Navigate a complex regulatory landscape using records retention schedules and security tools that strengthen the organization’s information governance practices.
Leading ECM systems also incorporate generative AI features with the potential to revolutionize the way insurers intake claims, policy updates, and service requests from multiple channels.
These strategies not only improve productivity and cut costs but also elevate the overall policyholder experience – a vital factor in today’s competitive market.
Ready to learn how to turn data into strategic actions with an ECM platform? Download our free whitepaper, “Connect the Dots and Unlock the Power of Data in Insurance,” to discover how AI-powered data management can unlock the full potential of your data and lead your organization into a more efficient, customer-centric, data-driven future.
• Reliance on manual, paper-heavy processes
• Legacy document management system did not provide intelligent capture, process automation or integration capabilities
RESULTS
• Migrated content to Laserfiche and automated processes including CATICTrac service, records management, claims and compliance
• Saved over $325,000 annually
• Created up to 90% more efficiency in some processes
• Increased capacity without creating the need to hire more staff
CATIC is one of the largest title insurance companies in the United States. The organization has been a trusted resource for policy-issuing attorneys, insured lenders and homebuyers, and other members of the real estate community for over 50 years.
The organization offers a number of services, including underwriting consultation, title information products, legislative and case law reporting, release tracking, flood compliance and more. CATIC’s approach is one of continuous improvement, constantly looking to improve efficiency in operations to maintain its strong reputation for high-quality service.
Using continuous improvement methodologies and the Laserfiche content services platform, CATIC has digitally transformed many of its processes.
Benefits include:
Accelerated processing time
Cost savings
More opportunities for staff to serve real estate professionals and commercial customers
To date, the organization’s efforts have resulted in cost savings of over $325,000 annually. Additionally, CATIC has seen a nearly 50% increase in efficiency in both customer-facing processes, such as claims, and back-office operations, including records management.
A Vision to Automate and Optimize
Like many organizations, CATIC previously relied on manual, paper-heavy processes. Unsatisfied with the status quo, CATIC Senior Operations Analyst Chris Cooper had a vision to optimize the way the organization managed information. He and his team sought out a platform that would support more efficient, automated processes.
This search led to Laserfiche, which satisfied CATIC’s requirements for a system to centralize content and support information governance — while opening doors to workflow automation, which wasn’t available with the legacy system. Following continuous improvement practices, Cooper saw the opportunity to improve:
Efficiency and productivity by simplifying and automating processes
Information governance and compliance through automating and standardizing records management practices and procedures
Collaboration by giving people frictionless access to the information and processes they need
Customer experience as a result of more responsive services, and reclaiming time from previously manual processes
CATIC partnered with Laserfiche solution provider Accelerated Information Systems (AIS) to implement Laserfiche — starting with migrating content from the organization’s legacy system.
The first workflow the CATIC and AIS teams automated was for the company’s CATICTrac service, which tracks, obtains and records the appropriate documents needed to clear liens. The automated process eliminates the need for clients to submit paper forms, which can be cumbersome, error-prone and lead to delays. Instead, clients submit an electronic Laserfiche form, which automatically routes information to the appropriate personnel for review and approval.
Using the Laserfiche-driven solution, CATIC was able to simplify the process from 12 steps down to five and improve efficiency in the process by 76%. Cooper estimates that the CATICTrac workflow alone saves the organization over $84,000 per year.
Enabling Enterprise-Wide Continuous Improvement with Laserfiche
After the initial success with CATICTrac, Cooper and his team expanded the use of Laserfiche into other areas of the business, including records management, claims and compliance.
Digitizing records and automating records management processes was an impactful initiative that had a profound effect across the enterprise. By centralizing content in Laserfiche, CATIC created a robust information backbone for the organization that is searchable and accessible, while maintaining the granular access controls needed to support information governance. When policies are filed, they are now immediately available for processing, rather than the next morning as was with the legacy system.
This also streamlined the policy request process when stakeholders needed to pull policies, for example for finance to recognize revenue; if a claim was ever filed against the policy; or if a modification needed to be made to the policy. Requests to pull policies previously resulted in wait times of around 11 days, which have been shortened to six. The first-time quality of information pulled has also increased by more than 10%. Finally, the entire initiative has simplified activities for stakeholders, who pull an average of 150,000 policies per year.
In claims, the goal was to simplify and standardize the process, cutting down wait and processing times while increasing the quality and capacity for claims. Using Laserfiche, Cooper automated the process and reduced the number of steps to process a claim from 27 down to 11. The processing time for a claim is now 50% more efficient, with a 5% boost in, first time quality. The elimination of paper in the process also saved CATIC over $25,500 per year.
CATIC isn’t stopping there, however, and is currently pursuing an integration between legal management solution CounselLink and Laserfiche that will make the process even more efficient. Today, claims are filed through Laserfiche Forms, which allows claimants to input necessary information and upload supporting documents. Laserfiche then sends the supporting documents to CounselLink. “Phase two is about eliminating keystrokes,” Cooper said. “With the integration, all of the data entry that claimants are putting on the notice of claim form will be pushed into CounselLink, because paralegals are currently rekeying that data.”
Cooper’s continuous improvement approach has been embraced internally, too, within the compliance department. Each year, employees must acknowledge that have read and agree follow company codes and policies, which is now done through a Laserfiche form.
“We launch this project every year, and every year we make changes,” Cooper said. “This is probably the most picture-perfect example of continuous improvement. Every year it gets more and more efficient.”
The previously paper-driven, manual process would take about 60 days, while today it takes just 15. The Laserfiche form has cut down the amount of time employees need to spend with the document, making it 90% more efficient.
As a result of these systematic improvements, CATIC saves over $325,000 annually, while also supporting information governance and compliance practices and policies and enhancing the customer and employee experience.
Supporting Future Growth
Cooper continues to make updates to existing processes and find new areas to improve efficiency and productivity across the organization. “With new Laserfiche processes, as more work comes in the door, we now have the ability to increase units completed or throughput,” Cooper said. “And the whole industry has moved toward focusing on profitability per unit. So, we’re able to also facilitate growth without having to hire more staff.”
In the works are integrations with financial management and accounting software Sage Intacct that will allow for easier reimbursement requests, and an integration with Microsoft Power BI to create a dashboard for policy issues that agents and senior management can view and address any missing information.
Cooper is also working to use Laserfiche’s process automation capabilities to sync information from an FTP site daily so he doesn’t have to do it manually. “The bot is like a personal assistant,” he added.
“Laserfiche is something I felt that I could be great at, but also could help me to help others be great,” Cooper said. “I see that as a powerful tool. I enjoy making processes better and I feel Laserfiche is the most powerful thing I’ve encountered, where I could achieve my own personal goal of helping others achieve their goals.”
Document Management System
Less Searching, More Doing
Eliminate manual tasks with AI-powered tools that organize your documents and surface key insights fast.
Spend less time searching and sorting. Laserfiche helps you better manage unstructured data — like transcripts, meeting notes, audio files and more — using AI and automation to organize, route and manage documents with speed and accuracy.
Put your documents to work
AI-powered tools extract key data, identify document types, and generate instant summaries — helping you turn content into insights, not clutter.
Unlock critical data
Easily identify, classify and extract information from scanned and digital documents — so your team can move faster and work smarter.
Summarize in seconds
Use built-in AI to generate document summaries, helping teams absorb information faster and make more informed decisions.
Secure, centralized access
Store documents in a centralized repository with audit trails, granular access controls and cloud-based access from anywhere.
“Laserfiche captures all the information we need from the documentation, making it easier for people to find what they’re looking for.”
— Gloria St. Denis, Records Management Consultant at Orano
Featured Success Story
Laserfiche Transforms Orano Operations with Records Management and Process Automation
According to IDC, the amount of global data will balloon to over 200,000 exabytes by 2026. Learn how organizations can centralize growing volumes of data with a secure document management system.
Que vous ayez des questions sur le produit, des besoins d’assistance, ou en vue de notre collaboration, nous sommes là pour vous aider dans votre parcours de transformation numérique. Remplissez le formulaire et un membre de l’équipe Laserfiche vous contactera dès que possible.
Laserfiche Security and Compliance
Laserfiche provides security controls that help organizations protect data and address compliance requirements.
Security Certifications and Compliance Frameworks
SOC 2 Type 2 Plus
This report details the controls for Laserfiche Cloud related to the criteria for the security, availability and confidentiality principles set forth in TSP section 100, 2017 Trust Services Criteria for Security, Availability, Processing Integrity, Confidentiality, and Privacy (AICPA, Trust Services Criteria). To view a copy of this report, please contact us.
ISO/IEC 27001:2022
Laserfiche has obtained the ISO/IEC 27001:2022 certification for its information security management system (ISMS) within the scope defined by its Statement of Applicability, covering its suite of SaaS and self-hosted enterprise content management and process automation applications.
HIPAA
Laserfiche’s SOC Type 2 Plus covers the security requirements set forth in the Health Insurance Portability and Accountability Act of 1996 (HIPAA), provided within Title 45 Code of Federal Regulations Sections 164.308 – 312 (45 CFR Sections 164.308-312) (the Security Requirements).
Web Content Accessibility Guidelines 2.2 AA
Laserfiche has published VPATs and ACRs available for all Laserfiche Cloud and self-hosted products. Alignment to the WCAG 2.2 Level AA standard is the basis of our approach to compliance with Section 508 and EN 301 549 requirements. See accessibility details…
DoD 5015.2
DoD 5015.2 details the Department of Defense’s baseline requirements for Records Management Applications (RMA), that facilitate adequate and appropriate basis for addressing the basic challenges of managing records in the automated environment that increasingly characterizes the creation and use of records. Laserfiche Cloud records management controls are based on our self-hosted Department of Defense 5015.2 version 3-certified electronic records management capabilities.
SEC Rule 17a-4
Laserfiche features support non-alterable record archival requirements such as WORM (write once, read many) used to address SEC Rule 17a-4 for broker dealers. Beyond financial services, Laserfiche’s controls can also be applied to support records management practices for electronically stored information (ESI) requiring prevention of any unauthorized alternations or deletions of digital records.
Laserfiche AI services are provided using AI models and services from OpenAI. For information on AI services in regions where OpenAI is not available, please contact us.
Laserfiche AI addresses privacy and security standards of our current data center locations supporting GDPR (EU), CCPA/CPRA (USA), and PIPEDA (Canada) for low to moderate risk data. Our AI features are architected to support regional and industry-specific compliance needs, providing the same level of data sovereignty and protection you expect from Laserfiche Cloud.
For more information related to Laserfiche AI and data privacy, refer to the following:
You retain ownership of inputs you provide. While Laserfiche owns the intellectual property rights to the outputs generated by our AI tools, we grant you a broad license to use those outputs for any of your organization’s internal business needs.
Laserfiche does not use your organization’s data to train any internal or external AI models. Your data is used only as needed to deliver services and to meet our legal and regulatory obligations.
Laserfiche AI user prompts
Laserfiche designs its AI features with safety and security as core principles. We manage prompting risks through two layers of protection:
Prompt-less by design: Many Laserfiche AI features, such as Document Summarization, do not use user prompts, reducing risks associated with accidental or malicious prompting.
Enterprise-grade safeguards: For features that do accept user input, like Smart Fields and Smart Chat, we employ industry-standard protections against prompt injection. These include input filtering, validation, and other controls that keep prompts and responses within defined, limited boundaries.
Content confidentiality
Your confidential content is not accessible to other customers or unauthorized third parties. Laserfiche distinguishes between two types of data:
Your confidential content: Laserfiche does not sell your data. Documents, files, and inputs you upload to Laserfiche are your own content.
Usage and system data: Like most cloud providers, Laserfiche collects limited, high-level usage data (such as feature adoption and system performance metrics) to operate and improve the platform. This data is de-identified and does not include the contents of your documents or AI prompts.
Data retention
OpenAI may store the prompts you enter or the responses you receive temporarily for up to 30 days to provide services and identify abuse. After 30 days, API inputs and outputs are removed from their systems, unless they are legally required to retain them. For more details, please refer to the OpenAI Services Agreement.
Security Controls
Below are some of the security controls Laserfiche software includes. If you have questions about a particular security solution or control, please contact us directly.
Single sign-on
Laserfiche Cloud supports single sign-on with Active Directory Federation Services (AD FS) and SAML authentication with identity providers such as Okta and Azure Active Directory.
Repository audit log
The Laserfiche Cloud repository audit log includes details of user actions, including viewing, modifying, creating and deleting documents, and similar operations on metadata and other repository objects.
Fine-grained access control
Administrators can use access rights to limit and control access to individual documents and objects. For example, security tags restrict access to documents on a document-by-document basis.
Intrusion detection
Laserfiche Cloud utilizes host-based intrusion detection systems to reduce the risk of data theft by individuals or organizations attempting to gain unauthorized access.
Access rights
Administrators can configure access rights and privileges to limit actions that users can perform across the repository based upon role assignments or group memberships.
AI governance
Laserfiche AI data is encrypted at rest (AES-256) and in transit (TLS 1.2+). Laserfiche does not utilize any of your data to train internal or external AI models.
Password policies
Laserfiche Cloud supports industry-standard password controls, such as password minimum length, complexity and history.
Penetration testing
Laserfiche engages third-party vendors to conduct external penetration testing of the Laserfiche Cloud system.
Vulnerability scanning
Laserfiche performs a vulnerability scan of backend servers that run in the Laserfiche Cloud hosting environment.
Firewalls
Laserfiche Cloud’s firewall configuration settings are regularly reviewed based on industry standards.
Repository application auditing
Laserfiche Cloud supports auditing of both access and modification of objects in repositories.
“Laserfiche’s compliance tools in the cloud, and knowing that Laserfiche takes security very seriously have been important factors in our decision making.”
—Andrew McElrath, strategic project manager at Mille Lacs Corporate Ventures
Featured Success Story
Mille Lacs Corporate Ventures Transitions Corporate Operations to Laserfiche Cloud
Mille Lacs Corporate Ventures (MLCV), created by the tribal government of the Mille Lacs Band of Ojibwe, manages the business affairs of the Band.
At Laserfiche, we have embraced a culture of privacy, which includes embedding privacy-by-design in our engineering efforts, and have implemented controls and policies throughout our organization. Laserfiche is a B2B company based in California. The State of California has passed strict, broad privacy regulation through the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA) while the General Data Protection Regulation (GDPR) leads the European Union’s privacy efforts. Many other countries, states and territories have implemented privacy regulations as well. Laserfiche endeavors to continually adapt and adhere to ever-evolving regulations that apply to its business.
Operational privacy
Operationally, we strive to keep our stakeholders’ data secure and retain only information we collect from you where we have an ongoing legitimate business need to do so, like providing you with a service you have requested, or to comply with applicable legal, tax or accounting requirements.
Privacy training
At Laserfiche, all employees are required to complete annual privacy training which covers applicable privacy regulations and data handling best practices.
Laserfiche documentation
In addition to what we communicate in our Privacy Notice, our Cloud Subscription Agreement with accompanying Data Processing Addendum specific to the Laserfiche Cloud platform addresses data privacy regulations including GDPR, CCPA and PIPEDA.
We collect information that you provide directly to us only for legitimate business purposes. For example, when you manage your user profile, participate in interactive features (such as the Contact Us page), request newsletters or other marketing communications, request customer support, enter login information, or otherwise communicate with us. To learn more visit the “Information We Collect” section of the Privacy Notice.
Que vous ayez des questions sur le produit, des besoins d’assistance, ou en vue de notre collaboration, nous sommes là pour vous aider dans votre parcours de transformation numérique. Remplissez le formulaire et un membre de l’équipe Laserfiche vous contactera dès que possible.
The focus on customer experience was one of the core drivers in the process automation strategy for MSIG Hong Kong (MSIG), embracing customer needs in light of a shifting technological landscape and major disruptions. The company sought to phase out legacy systems and increase efficiency for its claims submission service, requiring a highly adaptable content services tool to do so.
Since implementing Laserfiche for claims in 10 different product lines, the MSIG claims team can now manage all claims in a centralized platform, allowing staff to focus on more important claim assessment tasks. By investing in digital transformation for the organization’s EASY Claims System, MSIG has been able to differentiate itself in Hong Kong’s highly competitive insurance industry. The organization’s EASY Claims system has received wide recognition in Asia’s insurance landscape, as well as won MSIG a number of industry awards. In 2019, the company won a Laserfiche Run Smarter Award; in 2024, MSIG earned the Laserfiche Run Smarter Award for Best Program ROI.
“Laserfiche is the catalyst for our users and customers to improve their day-to-day work experiences,” said Alan Yue, Senior Vice President of Information Technology at MSIG.
Seeking a means to respond to customer needs and enable staff to transition to remote working arrangements, Laserfiche has also helped MSIG successfully achieve business continuity, maintaining a high level of operational efficiency and customer service through dedicated portals.
A Claims Processing System Made EASY
Providing general insurance solutions for more than 100 years, MSIG Holdings (Asia) Pte. Ltd. has a history of combining global and local best practices in the organization’s customer-focused approach, believing that the relationship between insurance companies and customers should be based on trust. This commitment to customers led the organization to reassess its reliance on manual legacy systems for process management. MSIG recognized that customers are embracing more digital solutions, presenting an opportunity to make correspondence with clients more seamless and efficient, as well as reengineer the IT infrastructure.
“As a core part of our business, the claims system is one of the most important parts of the MSIG customer journey,” Yue said. “We realized that the entire process was actually quite paper-driven, making it the perfect candidate to digitalize and automate.”
MSIG initiated a business transformation program known internally as “Transformer” in 2017. Laserfiche was chosen as MSIG’s core digital transformation solution with the goal of automating manual and paper-based core business processes, targeting the customer claims submission platform as a starting point. Eventually named EASY Claims, the system improved both operational efficiency and service with a focus on the customer experience. The platform supports self-service submissions, as well as provides transparency of claims status to MSIG customers.
Within the first three months of launch, EASY Claims significantly improved efficiency at MSIG, automating over 100,000 tasks that previously required manual user input.
Additionally, the number of clients submitting claims via the new system has increased by up to 80%. This has streamlined and simplified the claims submission process for customers, aligning with shifting technological expectations and improving response times.
The EASY Claims system also improved the experience for staff processing customer submissions. Originally, acknowledging a newly submitted claim could take two days. Today, it takes fewer than 15 minutes. This translates to a savings of more than 200 work days a year for the claims processing staff organization-wide. The property claims management team specifically was able to save 57 days a year through the EASY Claims system.
The initiative has created the opportunity for ongoing optimization. In 2022, MSIG introduced Zero Touch for Helper insurance plan claims. Zero Touch is MSIG’s digital solution for claims assessment, enabling customers to submit their claims form, supporting documents and contact details online. The system then checks the customer’s claims history, policy validity and claim payment amount. For eligible clinical or dental expenses claims, payments are settled in just two working days. MSIG is planning to add Zero Touch to more products, creating a more seamless customer experience across product lines.
Along with facilitating claims submission for customers and acknowledgement in the backend, the automated process has helped save 12 days a year during the claims finalization stage. In terms of improved staff efficiency, MSIG has increased overall productivity by 1.4 times per hiring cycle within the Claims department alone. As a team with a significant amount of customer facetime and interaction, the Claims department’s increased productivity has improved both employee and customer experience.
In 2022, MSIG Hong Kong honored over HK$356 million, with a claims ratio of 92.9%, seeing a consistent increase for three consecutive years. The organization also reduced the number of complaints received by 50% in two years.
As the platform that powers the EASY Claims system, Laserfiche has helped to ensure a high level of customer service and a user-friendly, customer-oriented interface. The platform removes friction from the process of filing a claim, with intuitive features such as a “save-as-draft” function that enables customers to retrieve incomplete forms at any time using an email link, and smart suggestions that provide basic information and documents that customers will need to make a claim before they fill out the form. Customers can also receive SMS messages, email confirmations and tracking numbers to stay informed of the status of their claims.
“Claims is only the beginning of our digital transformation. Since implementing Laserfiche, we are looking at expanding to multiple channels, underwriting teams and core business processes to digitize and automate as well,” said Yue.
Investing in the Future
Recognizing that the insurance industry has historically relied on legacy processes, MSIG looked to digitize its claim service, rebuilding it to address both staff and client needs. With core business processes established between 10 to 20 years prior, the firm had an intimate knowledge of its users’ needs, refreshing a part of its business that focused heavily on customer and employee input. Working with Laserfiche to develop a nimble IT strategy, MSIG has been able to improve the customer and back-end experience within the claims process without disrupting day-to-day operations. “Both business and technology landscapes have experienced so much rapid change and development,” said Yue. “These are the primary driver for MSIG’s digital transformation program, equipping us to anticipate our future needs as well as our customer expectations.”
Experiencing unprecedented and unanticipated changes in 2020, the EASY Claims System has proven itself to be highly adaptable, highlighting the need for digital transformation at MSIG. With claims as an obvious starting point, MSIG is looking to expand Laserfiche to other departments and processes. The organization is preparing to introduce claims process tracking for customers, allowing customers to track their claims in real time through the MSIG app or website — further enhancing visibility and continuing to build trust with customers.
“We now have a way to differentiate ourselves within Hong Kong’s insurance marketplace,” said Yue. “Laserfiche has helped users throughout the company to identify opportunities to improve day-to-day work. The sky is the limit.”
