Insurance companies often employ different professional groups for customer acquisition and customer care – sales representatives in the field and inside sales or general agents. They sell their products and settle contracts with existing and new customers. All correspondence, customer information and contracts are scanned and stored as PDFs – but no one ever looks at the exact details, such as due dates or exclusions, again afterwards. Accordingly, customer service representatives do not know when their customers are likely to cancel their insurance contracts or which policies need to be adjusted, when a child is born, for example. They can therefore only make customers new and better offers reactively.

Insurance companies fulfil their contractual obligations in the event of a claim by reimbursing damages up to defined coverage amounts. The amount of coverage is defined in contracts, signed, scanned, and stored in various formats. These coverage amounts can change over time, however, because new laws are passed, or regulations adapted. As a result, insurance companies must revise their contracts accordingly. But they face the challenge of not knowing which contracts are actually affected by the changes. If they fail to meet the requirements, however, insurance companies can be faced with lawsuits from their customers.