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How Insurers Can Solve Compliance Gaps in Document Sourcing
As regulations evolve and claims grow more complex, insurers are turning to centralized document sourcing platforms to reduce compliance risk, streamline workflows, and strengthen operational integrity.
Canada’s insurance providers now operate in a compliance pressure cooker — and document sourcing is at the centre of it. Every request, form and report must align with evolving rules around privacy, consent and data accuracy as insurers navigate shifting industry regulations and high-stakes audits.
Yet many insurers still rely on manual or fragmented document management processes, which can introduce errors and delays, leaving them vulnerable to regulatory penalties, reputational damage, audit failures, and poor claims outcomes.
“Insurers today need fast and secure access to the right documents at the right time, from trusted sources, and with audit-ready accuracy,” says Christopher McClelland, Director of Insurance Solutions at ISB Global Services, a leading insurtech provider in Canada.
That’s why more insurers are leveraging centralized, smart document sourcing platforms like ISB’s solution, which allow teams to quickly order, track and audit the insurance documents they need in a single, secure environment.
“Our solution is designed to remove compliance headaches by building audit readiness into the process, from consent to delivery,” McClelland adds.
Beyond closing compliance gaps, ISB’s solution delivers time and money savings insurers can’t afford to overlook. One of ISB’s client insurers found that streamlining their workflows saved them nearly 20,000 hours of adjuster time in a single year — translating to over $1 million in productivity gains — in addition to improved accuracy, better IT security, and seamless customer and employee experiences.
Why Manual Document Sourcing Puts Insurers at Risk
As insurers modernize operations, compliance pressures only increase. Provincial variations in consent forms, tighter privacy regulations, and self-audit demands all compound the workload – against a backdrop of record-breaking claims volumes, billions in losses to insurance fraud and auto theft, and a shrinking talent pool.
“In this context, speed and automation aren’t enough if workflows aren’t compliant,” says Pamela Beauchamp, Insurance Division Director at ISB. “In the race to modernize, compliance can’t be an afterthought. We’ve seen many clients struggle because the documentation wasn’t where it needed to be, or because different departments were using different sources. Such errors or missing information can cause delayed claim settlements, trigger disputes, hamper customer satisfaction, or even result in audit failure.”
ISB’s solution ensures compliance and efficiency from the very first click – no more juggling vendors, digging through consent files or going online to search for what’s needed.
One insurer client of ISB’s reported over $2.6 million in savings over four years, thanks to fewer vendors and simpler workflows - without compromising on compliance, claims quality or customer service.
Centralized Doc Sourcing, Guidewire Integrated Workflows
“We include standardized workflows, built-in consent validation and automated audit trails, so insurers know every document requested is complete, accurate and sourced directly from a verified provider,” explains Laurence Carroll, Account Manager at ISB.
ISB’s solution leverages advanced AI and automation to give insurance teams instant access to over 70 document types through a single, secure platform – covering everything from police reports and PPSA/Lien searches to land title searches and CARFAX National Lien reports .
Through ISB’s exclusive partnership with CARFAX Canada, insurers can access simplified VIN-scan reports that flag key red flags — like odometer rollbacks, hidden damage or fake VINs — helping claims teams make faster, fairer decisions and fight fraud. Another solution now available to insurers is ISB’s Social Media Screening reports, giving claims and fraud investigations teams a powerful new tool to detect fraud and reduce risk.
Documents can be ordered individually or in bundles based on insurer needs, and the entire process integrates directly into Guidewire ClaimCenter through ISB’s Ready for Guidewire Accelerator. With pre-filled forms and API-powered document delivery into ClaimCenter, ISB’s solution reduces adjuster admin time by up to 40% per order, Carroll adds.
“We understand it’s a big timewaster to go online and dig for information, like which fire department is involved in an auto claim, or what documents are required to process a property claim. In addition to Ministry of Transportation (MTO) and CARFAX, we’ve built a library of smaller agencies, so insurers skip the hassle of managing multiple vendor relationships,” says Carroll. “We give insurers fast, reliable access to unaltered documents right from the source, so they can streamline operations and settle claims faster and more accurately - while staying compliant.”
Helping Insurers Proactively Manage Doc Sourcing Risk
ISB’s platform is built to meet and keep pace with the insurance industry’s highest compliance expectations, aligning with key standards in information security management, Canada’s privacy legislation (eg. PIPEDA) controls around customer data, and payment data security .
“Client data is hosted in secure centres that undergo regular standardized audits — giving insurers peace of mind that their data handling meets top-tier security and accountability measures,” Carroll says.
Another key advantage is ISB’s simplified access to ARIS (Authorized Requester Information System), enabling authorized insurers to securely access MTO data — like driver records and vehicle history — within compliance guidelines.
“ARIS is an important tool in our compliance toolkit — it lets insurers verify vehicle and driver information directly from the source, while we handle the privacy and consent complexities behind the scenes,” Carroll adds.
Within ISB’s solution, every document request is mapped for security, compliance, and traceability. That includes:
- Timestamped digital consent forms.
- Complete order histories and real-time document tracking.
- Exportable audit trails for compliance reviews.
- Custom sourcing rules tailored to each insurer’s needs and provincial mandates (e.g. Quebec’s evolving consent laws).
“This means when an audit comes, insurers can respond with total confidence, because we’ve made compliance one less thing they have to worry about,” says Carroll.
ISB also maintains a strong compliance culture internally – tracking ongoing staff training, and mapping processes from intake to secure destruction, she adds.
Embedding Compliance into Today’s Document Workflows
For insurers facing evolving regulatory pressures and operational demands, centralized document sourcing that streamlines workflows and manages compliance is no longer optional — it’s strategic.
ISB’s platform is designed to support speed, security and peace of mind for insurers — with compliance embedded every step of the way.
“Compliance doesn’t have to slow insurers down or expose them to risk. With the right document sourcing systems, modernizing workflows becomes a competitive advantage,” says McClelland. “Because compliance isn’t just the legal team’s job. When it’s built into the workflow, it means less headaches and more efficiency, and better insurance outcomes for everyone involved.”
Learn more about ISB Global Services’ suite to background check and insurance solutions.
