Ensuring compliance while mitigating risk
Protecting precious assets
As the largest Dutch insurer, Achmea provides 10 million customers
with health, life and non-life policies. Dedicated to helping people
manage risks for more than 200 years, this rich heritage including
past mergers and acquisitions created extensive record archives.
With so many file boxes to be classified and stored, Achmea just
doesn’t have the space or resources to handle the process in-house.
That’s why the company decided thirty years ago to transfer static
archive management to Iron Mountain and for fifteen years now
also its dynamic archives.. It’s a Herculean task requiring stringent
legal and regulatory compliance, especially information security.
Document destruction brings other complexities. For example,
legal documents must be retained for seven years after the last
policy beneficiary’s demise, which is why the digital transformation of this insurance company was not an easy task.
A smooth operation
Paper files are collected from Achmea offices, logged and
barcoded for tracking, then stored in a secure Iron Mountain
facility. Achmea orders file retrieval on the Iron Mountain portal, for next-day delivery. On arrival, the in-house team scans
and makes digital files available to the requestor. The pensions
department also uses the Image on Demand service, where Iron
Mountain scans and makes requested documents available for
download.
Now, however, customer interactions are changing. Mobile apps,
social media and the company’s website are slowly replacing
telephone and paper-based communications. This generates
different data from images to recorded messages, which all
must be archived.
