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

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.

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.