4 min read
A mutual insurance company wanted a simple, affordable eSignature solution after an unsuccessful evaluation of another eSignature provider, whose pricing and envelope-based model did not fit the organization's needs or scale. The company’s CEO went with Conga Sign on the Conga Advantage Platform.
The Challenge
The small but mighty, six-person Claims Reps team was stuck with a manual signature process that felt outdated for their customers. They generated a Word document from their insurance-specific CRM, converted it to a PDF, and then emailed it to the claimant for signature.
This process created real challenges for both the insurer and its claimants. After receiving the release claim document, claimants had to print, sign and either scan it or mail it back. Most claimants didn't have access to a printer, which led to confusion, extra calls to the claims team, and processing delays.
With each release taking three to seven days to complete and 600 to 900 releases processed annually, the manual workflow slowed resolution times and hurt the overall customer experience.
The cumbersome process often led to bottlenecks, with some releases lost in the mail and others held up because scanned documents were incomplete or unreadable. These inefficiencies frustrated claimants and put extra strain on operations.
The goal: implement Conga’s automated eSignature process to reduce manual effort, accelerate settlement check issuance, and create a smoother experience for both the team and its claimants.
How Conga Helped
Sr. Onboarding Manager, Joshua Serna at Conga, led the kickoff call with the company’s CEO. The use case was straightforward, so in the first thirty minutes Joshua walked them through the Conga Advantage Platform, reviewed available resources, explained what to expect during the 90-day onboarding journey, and dug into the details of the use case.
The next thirty minutes is where the real value showed up, and in record time. The CEO began the Sign setup, and Joshua confirmed that the out-of-the-box send-and-sign workflow required no intricate integration build or template configuration. Joshua guided them through role cloning and user setup and added the company's Claims Manager to the sandbox environment for additional testing.
The workflow was remarkably easy to configure. Since the documents were already being generated through the CRM, the team simply needed to upload them to Sign, apply the appropriate tags, and send them for eSignature.
The entire setup took about an hour. The CEO was impressed by how much they accomplished in such a short time.
The Impact
The insurer went live on the same day as the onboarding kickoff call. Its claim release process went from three to seven days to same day or next day turnaround.
Now the team generates insurance documents and sends them for signature, and claimants sign releases from any device within seconds. That means fewer tasks and minimal errors for the whole team.
By the numbers:
- 3–7 days; same or next day release turnaround
- 600–900 releases per year, now fully digital
- ~1 hour from kickoff to configured solution
The team:
- Experienced zero implementation lag by going live the same day as onboarding
- Eliminated manual processes for both the team and their claimants
- Added automatic email reminders, reducing manual follow-ups for unsigned or unreturned releases
- Gained a full audit trail for real-time visibility into release status
As a result, Claimants now receive their payouts faster, strengthening the relationship and improving the overall experience. For the insurer, value came almost immediately, as completed documents began coming back in record time.
You Don't Need To Be Technical To Get Started
The person who set this up wasn't an IT admin—it was the company's CEO. With guidance from our Onboarding team, this proves that any business leader or team manager can get Conga Sign up and running quickly without a technical background.
Your Onboarding Journey
This mutual insurance company’s story shows what a strong start can look like. For the customer’s Sign use case, the team went from kickoff to a live solution in one afternoon. Every customer's path is different: timelines depend on the product and the complexity of your use case; however, whatever your path, Conga is here to help you get started!
Use The Onboarding Page In Community
Get started on your Conga journey with our Onboarding page, which brings together the key steps and resources for getting started with Conga.
Whether you're new to Conga or adding a new product, we’re here to help!
Author: Krystal George is an Associate Principal CS Content Manager at Conga.
