Zurich has announced the selection of Guidewire Software as the provider of a new claims handling platform for its UK General Insurance division. The software will be implemented into Zurich’s UK Claims operation by Capgemini Financial Services UK. It is part of a multi-year project which will aim to transform claims processing, reduce costs, and improve the customer experience. The platform and implementation plan is intended to reduce manual processing, improve data management and business intelligence for enhanced decision-making and reduce losses due to fraud or leakage.
Guidewire ClaimCenter manages the entire claim lifecycle from first notification of loss through settlement, litigation, and recovery and will ultimately be used to process claims for all of Zurich’s UK personal lines, commercial broker and Zurich Municipal customers. It will replace multiple legacy systems and various claims processes for different lines of business, with a single web-based system that will provide a consistent service across the company and support its focus on delivering claims handling best practice.
Capgemini will be the prime systems integrator and will be responsible for the end to end solution encompassing the core Guidewire application. This is in addition to supporting technology and streams including output management, legacy data migration and management information. Phase One of the Programme will focus on personal lines and will involve the roll out of the system to Zurich UK’s offices and offshore site in Pune. Guidewire ClaimCenter is already used by Zurich’s general insurance operations in Japan and Canada.
Tony Emms, chief Claims officer of Zurich’s UK General Insurance business says “The transformation of our claims process shows how committed we are to offering our brokers and customers exceptional service. We need effective low cost management and our customers expect a fast and fair claims handling process–the new system will help us to continue to achieve both. Our claims handlers will also have the opportunity to use a modern claims handling system, which will bring their expertise to bear and help them dedicate more time to helping customers when they need us most.
The new system will give improved claims data and allow us to respond more effectively to the growing demands of our brokers and customers and so improve the service we provide. We will be better able to leverage best practice across our claims processing and as importantly provide a more consistent claims service across all our lines of general insurance.”
Jeff Proudfoot, managing director, EMEA at Guidewire, said “ClaimCenter offers general insurers the opportunity to deliver responsive and customer oriented service while improving the operating efficiency of their claims functions. Zurich recognises the need to achieve both these aspects. We are most pleased to welcome them to our customer family and we look forward to working together to make their claims transformation a measurable success.”
Andy Lees, Head of Financial Services at Capgemini UK, added “This plan demonstrates Zurich's determination to improve operational efficiency and client centricity. It is the latest, and one of the largest, of more than 35 transformation programs that Capgemini is delivering using the Guidewire platform. Naturally, we are delighted to be selected for such a large-scale key project and feel this demonstrates the trust that Zurich is placing in Capgemini's global capabilities.”
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