Carriers manage claims through investigations, coverage decisions, and payments. Policyholders, however, experience them through the communications they receive along the way, with each one acting as a “moment of truth” that can become the tipping point between retention and churn.
Each communication is an opportunity of connection between carrier and claimant, often during stressful or emotionally charged circumstances. In a 2026 analysis of nearly 4,000 customer responses across 12 P&C carriers, Deloitte found that communication was one of the top four drivers of positive customer sentiment. Those drivers also strongly influenced future purchase intent and reinforced trust in the insurer.
At the same time, communications must fulfill strict regulatory, legal, and compliance requirements, protecting the carrier in potential moments of legal scrutiny.
Swing too far toward regulatory requirements, over-automating each rule programmatically, and the claimant ends up with a factually correct letter that still fails because it's incomplete, difficult to interpret, or disconnected from the state of the claim.
Swing too far toward bespoke personalization and carriers risk inconsistency across adjusters, unprofessional grammatical errors, and a process that takes adjusters a ton of time when their capacity is already stretched thin.
Transforming Data Into Useful Communication
The opportunity is that there is more than enough data to fuel a personalized and compliant communications lifecycle that creates a positive experience.
Most carriers’ claims platforms contain structured data on claim status, payments, reserves, assignments, coverage activities, and workflow milestones. They are also filled with rich unstructured data, from estimate PDFs to adjuster claim notes.
Yet most claimants still receive generic updates with directly plugged-in data fields that can create more questions than they answer.
Transforming structured claim data into structured documents is part of the solution. But as AI reimagines the art of the possible, carriers can now use the unstructured information in the claim file to present the relevant facts and explanations in language that is clear and controlled.
The result is fewer calls for clarification, less time spent repeating information, and fewer avoidable interruptions as the claim moves forward.
Turning Claim Data into Clearer Claimant Communications with Kyber
Guidewire provides the system-of-record foundation carriers rely on to manage claims, including structured data, business events, workflows, and the progression of the claim itself. The opportunity is to carry that operational context into every claimant communication.
As a Guidewire PartnerConnect technology partner, Kyber uses live claim data, approved content, and relevant supporting information to help carriers draft, review, and deliver regulated correspondence directly within the claims workflow. This gives adjusters a clearer starting point while helping carriers maintain consistency and control at scale.
Carriers using Kyber have reduced letter cycle times by 5x and automated more than 40% of outgoing correspondence within a single quarter. By connecting Kyber and Guidewire, carriers can turn the information already captured throughout the claim into communications that are clearer for claimants and more efficient for the teams supporting them.
Learn more about Kyber on the Guidewire Marketplace.
.png)
.png)
.png)
