Whether it’s policies, contract changes, or account statements – every day, banks and insurance companies send thousands of documents by mail. But this analog process is not only time-consuming and expensive; it also no longer meets the expectations of digitally savvy customers. In an industry where trust and efficiency are paramount, switching from physical mail to email becomes a key lever for improved customer experience, faster processes, and significant cost savings. In this blog post, we explain why digitizing mail processes is essential and how Germany’s largest family-owned insurer, ARAG, has successfully transformed its postal communications – with impressive results.
Why digitizing mail should be a top priority
Rising customer demands for speed and transparency, increasing postage costs, and stricter data protection regulations are turning the digitization of traditional mail into a strategic necessity. More and more companies are realizing that physical mail is not only expensive but also slow and difficult to scale. On top of that, modern customers expect to communicate in real time via digital channels – especially when it comes to critical documents such as contracts, invoices, or benefit confirmations.
Studies confirm this shift:
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According to a 2024 Bitkom study, 78% of consumers want fully digital communication with companies – especially for transactional documents like contracts or claims.
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A 2025 IDG study shows that companies that digitize document processes can reduce processing costs by up to 45% and shorten turnaround times by an average of 30%.
The pressure on companies is therefore not only about efficiency, but also about staying competitive. Those who fail to create a digital and relevant customer journey risk losing relevance – both among customers and in the market.
Email instead of paper: the new standard in transactional communication
Digitizing mail allows for the efficient creation and secure delivery of highly personalized content – fully compliant with GDPR and easily scalable.
The benefits at a glance:
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Cost Efficiency: Save on postage, printing, and paper
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Process Automation: Smooth workflow from document creation to delivery
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Data Security: Whitelisting, bounce management & encryption
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Customer Satisfaction: Fast, digital response times
A Success Story: ARAG
Every day, ARAG sends a high volume of transactional documents – from policies to benefit statements. Their goal was to digitize this process in order to improve communication quality, meet customer expectations better, reduce postage & material costs and promote sustainability.
The results speak for themselves:
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99% delivery rate for emails – thanks to CSA-certified servers, TLS encryption, and whitelisting
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80% open rate for transactional emails
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Significant cost reduction by eliminating paper, postage, and logistics
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Faster customer response times – e.g., for claims
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Independent template management by the marketing team via drag-and-drop editor
Want to learn more about the ARAG case study? Download the full document at the bottom of the page.
Conclusion: Digitization Is Not a Nice-to-Have – It’s a Must-Have
Digitizing mail processes is a powerful lever for reducing costs, increasing efficiency, and enhancing the customer experience. Companies like ARAG demonstrate how even complex document workflows can be digitized quickly, securely, and measurably – without compromising on quality, compliance, or individuality.
Integrating modern marketing and communication platforms not only brings technological benefits, but also creates new opportunities for innovation, personalization, and strategic customer engagement. Especially for companies with high transactional volumes, this is a decisive success factor to remain competitive in the long term. Those who go digital today communicate not only faster – but also smarter.
Case Study: ARAG
Why you should read our case study:
- Experience how ARAG significantly reduces postage and material costs by using digital delivery instead of traditional letter mail.
- Understand how 99% deliverability and 80% open rates are achieved through whitelisting, TLS encryption, and CSA-certified servers.
- Discover how customers are informed more quickly – and are more satisfied – thanks to direct email confirmation, e.g., for damage reports.
To download the case study, simply fill out the form.