UK insurer RSA Insurance has introduced its enhanced broker and customer claims portal, now powered by Guidewire, a global firm within insurance software, making RSA the first UK insurer to adopt the Guidewire cloud solution.
With ClaimCenter on Guidewire Cloud, RSA benefits from a comprehensive claims management system integrated into a scalable and secure cloud environment.
This new portal leverages cutting-edge technology to streamline the claims process, saving brokers and customers significant time.
Capgemini, recognised for its extensive Guidewire specialisations, was selected to ensure a seamless and timely implementation.
Gary Mason, COO Delivery Director at RSA Insurance, who led the integration, commented: “The decision to move to the cloud was driven by a commitment to innovation, as well as customer and broker-centricity.
“Our goal was to enhance our claims capabilities, delivering an improved service to our customers and brokers. ClaimCenter on Guidewire Cloud allows us to be far more agile, responsive, and efficient in our operations.”
To ensure a smooth transition and minimise disruption, product lines are being added gradually. The first product line now available on the portal is Commercial Property, enabling brokers to make and track claims online. More lines of business will be introduced throughout 2024 and early 2025.
Several advantages are offered by the new portal for making and tracking claims. The streamlined First Notification of Loss (FNOL) process uses questioning to capture relevant information upfront, which speeds up the process and often eliminates the need to speak with a claims handler.
Additionally, brokers can access experienced claims handlers through Live Chat support when logging a claim, with the option to switch to a phone call with the same handler for real-time assistance and quick issue escalation.
Robust data models, employed by the analytics triage tools, enable early assignment of loss adjusters, ensuring quicker expert contact when necessary. As relevant information is captured upfront, cases are allocated to claims handlers faster, resulting in quicker decisions for many less complex, lower-value claims.
Furthermore, automated communications send important documents to brokers, customers, or third parties, keeping all parties informed without the need for manual follow-ups.
John Chasty, Director of Customer Success at Guidewire, added: “We’re proud to partner with RSA in this groundbreaking initiative. Guidewire Cloud is designed to empower insurers with the tools they need to thrive in a digital-first world. In an era marked by rapid technological advancements, RSA has set a new industry standard by becoming the first UK insurer to implement Guidewire Cloud.”
To assist brokers in getting acquainted with the new portal, RSA has produced a series of comprehensive video guides. These guides walk users through the process of making a new claim and highlight the key features and benefits.
Kris le Sage de Fontenay, Client Partner at RSA for Capgemini, said: “Today’s fast-evolving customer expectations require insurers to rethink the traditional claims experience.
“Capgemini is delighted to play a crucial role in guiding RSA on their ambitious project to deliver a simpler and more personal claims experience for brokers and customers. Together, we have leveraged our collective strengths to create a solution that truly reimagines RSA’s claims operations.”
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