Healthcare document automation isn’t a nice-to-have. It’s the difference between earning patient trust—or losing it for good. Every manual touchpoint, every outdated form, every “we’ll get back to you” delay quietly chips away at credibility.
Here’s the kicker: most health insurers already have automation tools. What they don’t have is adoption. What they don’t have is speed. What they don’t have is trust.
A recent Forrester report found that only 56% of consumers believe their health insurance company will act in their best interest. That’s not just a statistic—it’s a trust crisis.
The good news? It doesn’t have to stay this way. By rethinking your document automation strategy, your organization can start winning back patient trust—at scale. The question is: how?
Let’s break it down.
The Paperwork Problem No One Talks About
The healthcare industry is drowning in paperwork.
This is especially true for insurance providers. There are thousands of policies to issue, explanations of benefits to send, claims to assess, approvals to give—every single day.
It takes time to create, distribute, and assess these documents, which contributes to rising healthcare costs in the United States and across Europe.
Legacy CCMs like Quadient and OpenText compound the problem. These tools often require heavy IT involvement, which slows down paperwork-heavy processes. The result? It takes far too long for insurers to answer coverage questions, approve payments, and keep members informed.
Then the second-order problem hits. When IT bandwidth is limited, document flows stagnate. Patients end up answering the same questions repeatedly across touchpoints because the system isn’t evolving fast enough to keep context intact.
And when people feel like their insurer doesn’t understand their situation, frustration turns into mistrust.
Hot Take: Is your CCM solution hurting your business?
You check the calendar. It’s been a month since you made the IT request. In that time, your organization has lost multiple customers who had to wait weeks for claims processing. But you can’t fix the problem until IT updates your automated document workflows. Talk about a rock and a hard place.
The truth is, if your CCM requires advanced technical skills, you won’t meet customers’ expectations. Fortunately, there’s an easier path: modernize with a document automation management tool built for business users—not just developers. When more people can create and improve document flows, efficiency goes up, turnaround time goes down, and service gets faster.
What “Modern” Document Automation Really Means (And Why It Matters Now)
“The processing of claims is painfully slow. How do you optimize this process? You need a way to change your document flows in less time—preferrably without IT.” – Erwin Buggenhout, a Product Manager at Experlogix
Legacy CCMs aren’t equipped to solve healthcare’s paperwork problem at the speed patients expect.
So, you might be wondering, “Is there a better tool for my health insurance company?” The answer is yes: invest in a modern document automation platform.
Modern document automation tools are low-code or no-code. That means everyday employees—like CRM admins—can create, test, and update automated document flows without waiting in an IT queue.
Your organization processes documents faster when it doesn’t require IT intervention for every change. And in healthcare, speed isn’t just operational—it’s relational. Faster, more consistent communication helps rebuild trust with patients.
Here are a few other features a modern document automation platform should deliver:
- Centralized Templates: Store automation templates in a central repository so teams can find what they need fast, update confidently, and reuse components instead of reinventing workflows.
- Built-In Compliance: Healthcare is heavily regulated, and compliance-related issues can trigger major fees. Modern tools make it easier to respond to changing regulations quickly because business users can update flows without delay. They also support secure handling of private data (helping with HIPAA and similar requirements) and reduce manual entry—improving accuracy and repeatability.
- Easily Accessible PDFs: After documents are created, modern platforms can store PDFs in a searchable, secure database. When members ask policy- or claim-specific questions, teams can retrieve the right document quickly and respond with confidence.
AI Hype ≠ Patient Safety: The Hidden Risk No One’s Talking About
“Healthcare companies plan to invest heavily in AI. The problem is, AI isn’t very trustworthy at the moment. Health insurers need to figure out how to incorporate AI without exposing themselves to compliance-related risks.” – Erwin Buggenhout, a Product Manager at Experlogix
AI is the future. That part is hard to argue. But…
We don’t live in the future—we live in the present. And right now, AI still makes mistakes in ways that can be costly. That doesn’t mean you shouldn’t use it. It means you need to use it carefully.
There are plenty of examples of AI going wrong. McDonald’s ended its AI drive-thru ordering pilot in June 2024 after widely reported issues. Air Canada paid damages after its chatbot provided incorrect information about a discount. And even widely used models can hallucinate—i.e., generate confident output that’s simply untrue (the claim referenced here is one example often cited in that discussion).
McDonald’s angered a few customers. Air Canada paid a fee. But if AI-powered healthcare document generation goes haywire, the consequences can be far more severe—compliance exposure, significant fines, and, in worst-case scenarios, patient harm.
So, should you ditch AI entirely? Not if you want to stay competitive. Instead, use a modern document automation system that leverages AI in safer ways.
Experlogix is a good example. Our platform’s AI helps customers design templates, trigger automated workflows, and create intake forms faster. It does not use AI for final output.
Put simply, Experlogix uses AI at design time rather than run time. That helps keep document processes accurate, predictable, and scalable.
You don’t need AI writing claims letters. Using it for final output is a recipe for errors, given hallucinations and unpredictability. A routine claims letter can become a compliance nightmare fast.
The better approach: use AI to help teams design secure, compliant, scalable templates and workflows—then keep final documents deterministic. That’s how you get productivity gains without betting trust on probabilistic output.
The Business Case for Change
A large segment of the population distrusts health insurance providers. Multiple factors contribute to that reality, but the widespread use of legacy CCM software is a major driver.
As mentioned, legacy CCMs often require IT involvement for changes. That slows document processes and undermines the member experience. At the same time, not every “new” tool with AI capabilities is worth adopting—some implement AI in risky ways that increase audit exposure (or worse).
What you need is a modern document automation management tool that accelerates digital change in a safe, secure way. In other words, you need a tool like Experlogix.
Anyone can use Experlogix Document Automation because of its low-code design. That means your team can update automated document workflows quickly. Experlogix also features AI—but only to help design templates, trigger workflows, and create web forms. In the end, this approach helps users avoid compliance issues tied to AI hallucinations in final output.
This chart illustrates the benefits of Experlogix Document Automation over legacy CCMs:
Recapture Patient Trust With the Right Automated Document Management Platform
Your health insurance organization can earn back patient trust.
How? Invest in a modern automated document management tool that can be operated by normal business users—ideally one that leverages AI in safe ways without making AI responsible for final, compliance-sensitive output.
Experlogix is a strong option for health insurance providers. Sign up for a free demo of our product today to see it in action and decide if it fits your healthcare document automation needs.
