Capgemini and Guidewire Software have successfully deployed a new claims handling platform for Zurich’s UK General Insurance business. The implementation is the first phase of a multi-year project, aimed at transforming claims processing within the business, reducing costs, and improving Zurich’s customer experience across the UK. Zurich has also launched Phase II of the programme to roll Guidewire ClaimCenter out to their Commercial Lines customers.
The company deployed Guidewire ClaimCenter, Thunderhead.com, and other complementary applications in an end-to-end, claims management transformation programme. The integrated systems reduce manual processing, improve data management, and minimise losses associated with fraud and claims leakage. ClaimCenter has replaced 12 legacy systems and a multitude of claims processes for different lines of business, with a single web-based system that provides a consistent service across the company and supports Zurich’s focus on delivering an even more efficient claims handling experience. Initially the system is being used to process claims for Zurich’s UK personal lines customers, and it is subsequently being rolled out to Commercial Broker and Zurich Municipal customers.
Capgemini is the primary systems integrator, responsible for the end-to-end solution including implementation of Guidewire ClaimCenter. Capgemini is also supporting technology and streams including output management, legacy data migration, and management information. Capgemini was an early Guidewire PartnerConnect member and currently has more than 750 Guidewire practitioners on staff worldwide.
Adam Warwick, Director of Business Change and IT, Zurich UK General Insurance, said, “Transforming our claims handling process allows Zurich to respond to our brokers and customers more effectively and demonstrates our continued commitment to exceptional customer service. The new system provides improved claims data as well as a more consistent claims service experience across our business, whilst at the same time allows us to de-clutter our legacy estate to create a modern business leading platform.”
Tony Emms, Chief Claims Officer, UK Claims, Zurich, commented, "The new system enabled a transformation of our claims handling, on the back of which we were able to restructure the operation and further develop our customer focused service. We have already seen the benefits of the changes in improved customer satisfaction survey results (Net Promoter Scores - NPS).”
Nigel Walsh, Vice President and Head of Insurance for Capgemini Financial Services UK & Ireland, added, “We are delighted to have completed the first phase of this significant programme, on time and to budget to help improve Zurich’s operational efficiency and client outcomes. The successful delivery of a programme, with this scale and complexity, reaffirms our clear ability to combine world class insurance domain expertise with proven Guidewire experience to deliver a true business transformation. We are delighted to be working with Zurich on the next phase of this programme.”
Keith Stonell, Managing Director, EMEA Guidewire, noted, “We are pleased to work with Zurich as they transform their claims management operations for the improved delivery of a high quality customer experience. Guidewire congratulates Zurich on this successful implementation milestone.”
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