Client Challenge – Lack of FNOL portals for Customers of Broker-Driven and Direct Sales channels.
The lack of portals caused brokers additional cost of handling and customer issues during service which led to the decision to leverage Guidewire Producer Engage. In parallel, similar issues were prevalent in an outdated FNOL journey for Personal Lines which led to the decision to create new customized chat-like journey in Customer Engage for Personal Motor products.
Acini Key Contributions included:
- Upgrade of standalone Customer Engage and Producer Engage to V11.
- Continuous accessibility improvements to keep both customers’ and brokers’ portals up to date with the most recent WCAG standards.
- Both Customer Engage and Producer Engage portals upgraded to the most recent stand-alone version of Jutro while preserving all existing custom functionalities and layouts
- Upgrade from Java 8 to Java 11 across Guidewire Centers and dedicated Java integrations
- Implementation of customized Guidewire Producer Engage with unified Personal and Commercial journeys for Motor and Property products.
- Creation of dedicated dashboard, summary, and search functionalities to allow quick access to all necessary claim details for brokers
- Custom journeys are designed to unify Personal and Commercial FNOL journeys for Motor and Property products.
- Support for multiple (15+) policy systems connected to ClaimCenter.
- Implementation of Direct FNOL journey for clients in Customer Engage
- Full implementation of motor journey with custom layout simulating chat conversation (both on CE and CC side)
- Support for multiple insured-owned brands with custom themes (for both home and motor journeys)
- Implementation of new products, extending policy search functionality with new policy source systems
- Extensive use of external analytics tools to allow straight through processing for simple claim scenario.
- New integrations built for Policy Center and Claim Center, including most important:
- Broker data exchange to ensure real-time update of claim related data with external interfaces.
- Policy creation API for multiple, complex commercial products
Business Impact – Better user experience in Guidewire Portals and numerous improvements done across Guidewire Products
Due to new FNOL journeys, Acini helped transform the Claims process regardless of Direct or Broker Channel. The client realized:
- Reduced costs and duration of claims handling and enhanced customer experience.
- Improved performance of Java integrations created for Guidewire Policy Center and Claim Centers due to upgrade to newer JDK
- Ensured that newly created or modified code meets Guidewire best practices for future upgrades to Guidewire Cloud, for which is a planned migration.