Bank of Ireland Insurance Services

Insurance

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How Bank of Ireland Insurance Services went from print-heavy to 90% digital

Bank of Ireland Insurance Services (BIIS) needed a way to modernise how it communicated with policyholders. Legacy processes were holding back efficiency, and compliance demanded a system that could track and manage every message.

Within weeks of working with Mail Metrics, BIIS transformed its communications; going from print-heavy to more than 90% digital, while gaining real-time visibility and control.

The Problem:

As the insurance arm of Bank of Ireland Group, BIIS had its own requirements for customer communications. It needed a tailored, multi-channel solution that could handle outbound and inbound policyholder communications securely, efficiently, and in line with strict regulatory standards. Legacy print processes created complexity and cost, while the shift to digital was slower than customers expected.

How we helped:

Mail Metrics became the dedicated partner for BIIS’s policyholder communications, delivering a multi-channel platform for both outbound and inbound messages. This allowed BIIS to manage communications across post, email, SMS, and digital portals in one place. Real-time visibility strengthened compliance, while digital-first delivery made it faster and easier to get essential documents into the hands of policyholders.

“Mail Metrics are dedicated to continuous improvement support in the digital space”

Christine Kearney, Vendor & Business Process Manager

The Results:

The transformation was rapid. Within eight weeks of go-live, more than 50% of BIIS’s policyholder communications were digital. Today, that figure is consistently above 90%, reducing reliance on print and cutting operational complexity.

With compliance built in and full visibility across every channel, BIIS now has the clarity, control, and confidence to deliver better customer experiences while staying ahead in a digital-first world.

50%+

digital within 8 weeks of launch

90%+

digital communications ongoing