Insurance and financial institutions depend on trust. Every statement, policy renewal, or disclosure is more than just paperwork—it’s a touchpoint that shapes customer confidence. The reality today is that customers expect choice. They want to decide how they receive information, they want it at the right time, and they want it presented in a way that feels clear and personal. Companies that get this right see measurable results. According to JD Power, customer satisfaction in insurance is 160 points higher when communications are timely and easy to understand. In financial services, over 70% of customers say they are more likely to remain loyal to a provider that offers flexibility in how documents are delivered.

Customer preference begins with channel choice. Some people want a paper statement they can file away. Others prefer an email, SMS reminder, or access through a secure portal. A growing number want the flexibility to move between channels depending on the type of communication. Enabling that omnichannel experience is no longer a nice-to-have—it is a baseline expectation. AIIM’s automation platforms are designed to manage these preferences and ensure communications are delivered in the right format, every time.

Timing matters just as much as the message. A tax slip that arrives late, a renewal notice that comes months too early, or a quarterly statement that misses the reporting cycle erodes trust. Customers want their information when it is most relevant to them. With automated workflows and data-driven scheduling, businesses can ensure precision—monthly, quarterly, or event-driven communications can all be executed on time, without manual intervention.

Personalization has moved from a differentiator to an expectation. A generic form letter is often ignored, but communications that reflect an individual’s policy details, account activity, or milestones are noticed and valued. In fact, research shows that personalized communication can improve customer engagement rates by as much as 80%. AIIM’s variable data printing and digital composition tools make it possible to deliver that personalization at scale, securely and compliantly.

Clarity and compliance are critical, particularly in regulated industries. Insurance and financial services are governed by strict rules for a reason: communications like tax slips, regulatory notices, and proxy materials carry legal weight. These regulated mailings exist to protect both the customer and the institution, ensuring accuracy, transparency, and a record of delivery. They cannot be delayed or miscommunicated without risk. This is why so many organizations continue to rely on trusted partners like AIIM to produce and distribute them. Our SOC 2 Type 2 certified processes guarantee security, while our design standards ensure that the information remains clear and actionable.

Channel effectiveness is another factor that can’t be ignored. While email is fast and inexpensive, inboxes today are overflowing with promotions and spam. According to Canada Post, direct letter mail enjoys an engagement rate nearly three times higher than email—69% of recipients read or scan mail compared to about 22% for marketing emails. For financial and insurance communications that matter—renewals, tax slips, disclosures—letter mail remains one of the most trusted and effective channels. The smart approach is not choosing one or the other, but offering both and letting the customer decide.

Flexibility in format has also become essential. A customer may want to receive a PDF on their phone, a printed package for their files, and also be able to access the same document through a secure portal. Studies show that 60% of customers use more than one channel to interact with their financial institutions in a given year. By offering communications across print, digital, and mobile, businesses show respect for customer choice and strengthen accessibility.

Consistency across all channels builds confidence. Whether a notice arrives in the mail, by text, or through an app, it should carry the same branding, tone, and design. Consistency reassures customers that the communication is legitimate and that their provider is professional and reliable. AIIM’s digital storefronts and automation solutions ensure that branding, compliance language, and formatting are aligned across every channel.

The bottom line is clear. When customers are given choice, clarity, and consistency, engagement rises, satisfaction improves, and loyalty strengthens. For insurance companies and financial institutions, that means fewer inbound service calls, better regulatory compliance, and stronger relationships with customers.

At AIIM, we help organizations deliver the right message, in the right format, at the right time—securely and at scale. From transactional mail to digital platforms and large-format displays, we enable communication strategies that go beyond compliance and create real customer connection.

Ready to modernize the way you communicate with your customers? Talk to us about how AIIM can help you deliver secure, compliant, and personalized communications across every channel—whether it’s regulated mailings, digital platforms, or large-format displays. Let’s make your customer communications work harder for your business.