Release Notes

The Letter Queue is evolving into the new Letter Views area, expanding beyond letter status, metadata, and approvals into a more advanced window for monitoring claims correspondence data.

When used with the Oversight Dashboard, Letter Views provide valuable visibility into the company-wide status of letter approvals and denials, along with critical oversight of Status Updates and Claim Acknowledgements.

Key Enhancements:

• Any Letter View can now be exported or downloaded as an Excel file using the new Export function
• Data columns that previously supported sorting now support both filtering and sorting
• Leadership teams can quickly filter for key information, such as letter writers with non-compliant letters, and export the data for management usage

These updates give Claims, Compliance, and Operations Leadership a more practical way to review, filter, analyze, and share claims correspondence oversight data.

Regulatory Letter Customization:

• Resolved a minor issue affecting state-specific customization of Regulatory Letters, supporting smoother customization and updating

Send Pop-Up Box:

• Applied a slight aesthetic update to the Send Pop-Up Box

Rolled out the all-new Oversight Suite, a major evolution of the Claims Letters platform that brings previously separate oversight tools into a centralized, high-level claims correspondence oversight area.

The Oversight Suite includes advanced reporting, a quick link to the Key Metrics Dashboard, a Parameters customization area, and a new Research feature for reviewing letters related to individual claims.

This new area supports company-wide claims correspondence oversight by helping clients maintain a compliant correspondence process with critical insight into due and overdue claim acknowledgements, status updates, letters pending review, and letters denied or unresolved for extended periods of time.

Updated the main letter writing start page area with a smarter layout and refined control panel design.

This design iteration improves the starting experience for letter creation by making the page area cleaner, more organized, and easier to navigate.

Added an updated User Report that now reflects client-level user customizations.

Claims Letters makes it easy to customize platform configurations for important user details. Previously, User Reports were fixed and did not reflect customizations applied at the client level, such as special license number rules.

Now, this report reflects the custom setup each client has applied to its users, providing clearer visibility into account-specific user configurations.

Address Handling:

• Resolved an issue related to multiple addresses

Database Improvements:

• Modified the database to prevent two forms from having the same name

If Policy Text:

• Fixed issues related to advanced use of the If Policy Text tool

If Policy Text is one of our conditional logic features that applies content based on which policy forms are included in the policy for a specific claim.

Introduced a new Master Letter Dashboard, giving letter managers a centralized, bird’s-eye view of company letters across key operational statuses.

Dashboard Statuses:

• Denied
• Errors or Warnings
• Pending Approvals: All
• Pending Approvals: Warning
• Pending Approvals: Critical

Approval Warning and Approval Critical thresholds are controlled at the company settings level. Each is calculated based on the number of days a letter has been pending approval.

For example, if the Approval Warning setting is set to 5 days, all letters pending approval for 5 days or more will be listed under Pending Approvals: Warning. The same control method applies to Pending Approvals: Critical.

This dashboard gives managers a clearer view of delayed, denied, or exception-based letters, helping teams monitor approval activity and resolve bottlenecks more efficiently.

Added a new Table Column control that allows template designers to make all cells within a table column editable.

This control may also be used together with the existing Table Row control for combined functionality (i.e. deletable, repeatable, and editable).

Note: Spellcheck Pro does not currently identify errors within table cells.

Added a new Manual State Selection feature for Disclaimers.

This option can be enabled at the Template Settings level for a particular Disclaimer control, allowing users to manually select the applicable state when writing a letter.

This provides additional flexibility for disclaimer workflows that require user-directed jurisdiction selection.

Added a new report titled Letter Detail (Last 90), providing detailed visibility into letter activity from the last 90 days.

Included Data Fields:

• Author
• Category
• Template
• Claim Number
• Letter ID
• Approval Style
• Created
• Approval Requested
• Approver
• Denied On
• Approved On
• Sent On
• Status

This report provides a broader operational view of recent letter activity, supporting review, oversight, and workflow analysis.

Updated the If Policy Text tool to better handle cases where a Product has multiple possible forms available to it, even though only one form applies to a specific Policy.

In these cases, which most commonly involve endorsements or exclusions, the system will now prompt the user to select which conflicting form applies to the claim referenced in the letter.

Formatting Improvements:

• Improved formatting in the CC area by removing an extra space between “CC” and the colon

Introduced a new safeguard within the template system that allows attachments to be marked as required. When this guardrail is enabled, letters cannot be sent unless the specified attachment is included.

This enhancement helps ensure critical documents are never omitted, improving compliance, accuracy, and overall document integrity across workflows.

Added a new top-level template browsing experience available to all users when creating a letter—no setup required.

Key Features:

• Automatically available when starting a new letter
• Displays a complete, scrollable list of all templates
• Keyword search for fast and precise template discovery

This update makes it significantly easier to locate and select the right template, especially in environments with large or growing template libraries.

Policy Text Improvements:

• Enhanced reliability and behavior of If Policy Text controls
• Resolved issues with selection prompts and document formatting

Template & Editing Experience:

• Improved template and master page version handling
• Enhanced formatting consistency when importing and editing documents

Document Quality & Output:

• Improved formatting for phone numbers and generated content
• Resolved character encoding issues affecting document readability

Bug Fixes & Stability:

• Fixed issues affecting document deletion and product data consistency
• General performance and stability improvements across the platform

Improved the underlying language evaluation service to enhance overall quality and enable greater customization. This update maintains existing functionality while laying the foundation for future improvements in clarity, tone, and advanced writing assistance.

Introduced a powerful new conditional control within the System Tools Data Catalog. Similar to existing If Product and If Text controls, this feature enables dynamic inclusion of policy language based on shared documents. It supports both Base Forms and Endorsements, providing greater flexibility and precision in letter generation.

Enhanced the system’s custom prompt (question) framework to support more dynamic and actionable workflows during letter creation and editing.

Question Types:

• Acknowledgement (informational confirmation)
• Yes/No responses (currently used for operational checks)
• Multiple choice selections (e.g., delivery method selection)

Display Options:

• Triggered when creating a new letter
• Triggered when opening an existing letter
• Accessible within the control panel

Additional Capabilities:

• Optional default values for predefined responses
• All questions remain accessible and editable at any point via the tool panel
• Questions can trigger conditional actions within the letter workflow

Added support for self-forwarding of letters, available upon request. This feature allows users to automatically route completed correspondence to themselves or designated recipients as part of their workflow.

Updated deletion behavior so that letters are no longer permanently removed from the system. Instead, deleted records are now hidden, improving data integrity, traceability, and recovery capabilities.

• Resolved issue causing duplicate downloads when viewing documents
• Corrected behavior allowing product name and code changes to unintentionally affect saved document text
• Fixed issue where opening a sent or finalized letter would incorrectly update the letter date

New Feature: When enabled, policy language citations are automatically prefaced with a sentence referencing the exact Policy Form or Endorsement title. This ensures every citation clearly identifies its source document, improving clarity, consistency, and reducing manual edits.

Microsoft Word (.doc and .docx) files can now be added as letter attachments, providing greater flexibility when sending supporting documentation.

Administrators can now configure a custom company message displayed on the Support Page, allowing organizations to provide tailored guidance or contact details.

Introduced a specialized tool to ensure accurate font management across complex and highly detailed documents, including extensive Large Loss Reports.

Minor UI enhancements have been implemented to improve system responsiveness and workflow efficiency — particularly when:

• Testing Master Pages
• Testing Templates
• Restoring Letter Versions

Disclaimer insertion can now be made unavailable to letter writers across the entire system, giving organizations stronger governance over outbound communications.

• Resolved issues with strange characters in metadata affecting document selection
• Fixed issues related to re-enabling disabled users and returning them to the All Users pool
• Corrected an issue where date selection was not selecting properly
• Resolved template deletion issue where versions could become misaligned
• Resolved issue relating to how a letter which requested approval is processed as a duplicate

We’ve completed a major infrastructure upgrade to further strengthen the stability and performance of the platform. After years of reliable operation on Amazon RDS MySQL, we have now migrated to Amazon Aurora MySQL using a Multi-AZ architecture.

Key Improvements:

• Higher availability through built-in redundancy across multiple availability zones
• Faster failover and recovery, reducing potential disruptions
• Improved performance and scalability to support continued growth

This upgrade requires no action from users and does not change how you use the system. It simply provides a more resilient, responsive, and future-ready foundation behind the scenes.

Single Sign-On (SSO) using Microsoft Azure Active Directory is now supported, providing a more secure and seamless authentication experience for all users.

What this means for clients:

• Stronger security through centralized identity management and reduced password-related risk
• Simplified access using existing Microsoft work credentials
• Centralized IT control via Azure AD policies such as MFA and conditional access
• Consistent, familiar login experience aligned with Microsoft 365

Azure-based SSO enhances both security and ease of use, while giving organizations tighter control over authentication and user lifecycle management.

Group Users allow letters to be signed on behalf of a department, team, or organization instead of an individual user, ensuring consistent and professional communication.

What this means for clients:

• Consistent letter signatures representing teams or departments (e.g., “Claims Department”)
• Reduced dependency on individual staff for outbound communications
• Flexibility for multiple users to send letters under a unified signature
• Improved continuity during staffing changes or high-volume events

Group Users help organizations maintain consistent branding and accountability while streamlining letter workflows across teams.

We’ve improved the disclaimers tooling to provide greater control at the Template Design level. Templates can now be configured to determine whether a user is allowed to select a disclaimer or whether the disclaimer is fixed and enforced by the template.

This enhancement ensures greater consistency, compliance, and governance over outbound communications, while still allowing flexibility where appropriate.

We’ve delivered a significant enhancement to the Policy Library by introducing a clearer, multi-level organizational structure. Previously, policies and documents were treated as a single combined entity. Policies are now defined as distinct from their associated Basic Forms and Endorsements.

This change makes it easier to organize and manage different policies while allowing forms and endorsements to be reused across multiple policies. The result is reduced duplication, improved consistency, and a simpler, more maintainable policy library.

Added the ability to set per-account email size limits (default maximum: 50 MB).

Added support for pasting images directly into the editable area, the same as adding an image from a file.

Display PDF and Send to Me actions now work correctly from the home screen.

Fixed an issue preventing large emails (greater than 5MB) from being sent in some cases.

Audio playback reliability improved (previously did not always work).

We’ve introduced a major enhancement to the Policy Library that fundamentally improves how policies, forms, and endorsements are organized and reused. Previously, policies and documents were treated as a single combined structure. Policies are now defined as a higher-level entity, distinct from their associated Policy Forms and Endorsements.

This hierarchical model allows content managers to combine forms and endorsements across policies with far greater leverage, reducing duplication while improving clarity and maintainability.

This enhancement also lays the groundwork for upcoming advanced sorting and filtering capabilities, including organization by Underwriter, Line of Business (LoB), State, and Year.

Letter Managers (approvers) now have access to advanced control editing directly within the Browser version. Previously, the ability to reveal and edit all controls was limited to the Microsoft Word integration.

When reviewing a letter in the Browser, managers can now select Enable All Controls to view and edit all available controls, bringing parity between browser-based and Word-based workflows.

The system now automatically saves a new letter version when users select View PDF or Send to Me, improving traceability and version history across letter workflows.

We’ve reduced the number of non-standardized placeholders appearing in incomplete controls and fields, resulting in more consistent letter structure and fewer formatting irregularities.

Policy language selection is now restricted to the identified Product Version. Letter writers will no longer see an “All Documents” option when selecting policy language, reducing selection errors and ensuring alignment with the correct product configuration.

Fixed an issue that introduced unexpected or invalid characters when pasting address information, improving data cleanliness and reliability.

Navigational behavior has been improved so that selecting Back after testing a product now returns users to a more logical and contextually appropriate menu location.

Previously, users could continue editing letters while background updates or data loads were still in progress, which could result in inconsistent behavior. The system now temporarily disables editing during loading states to ensure data integrity and system stability.