RSA launches new cloud-based claims portal with Guidewire

RSA Insurance has announced the launch of a new and enhanced broker and customer claims portal, powered by Guidewire, a provider of insurance platform software. RSA is the first UK insurer to implement the Guidewire cloud solution.

The new portal, named ClaimCenter on Guidewire Cloud, offers RSA a comprehensive claims management solution integrated into a scalable and secure cloud environment. The technology aims to streamline the claims process, making it faster and easier for brokers and customers. Capgemini, a global business and technology transformation partner, was selected to ensure an effective implementation process.

Product lines are being added in a phased approach to ensure a smooth transition. Currently, the portal provides access for commercial property claims, enabling brokers to make and track claims online. RSA plans to add additional lines of business throughout 2024 and into early 2025.

The portal's features are designed to enhance claim processing efficiency and customer experience. Among these features is a streamlined First Notification of Loss (FNOL) process, employing dynamic questioning to capture relevant information upfront, which can remove the need for brokers and customers to speak with a claims handler.

The portal also includes live chat support, providing access to experienced claims handlers during the logging of a claim. This feature allows users to seamlessly switch to a phone call with the same handler for real-time assistance and quick issue escalation.

Analytics triage tools are another notable feature, using robust data models to assign loss adjusters at the earliest opportunity, thus enabling quicker contact with experts when needed most. Smoother settlements are achieved by allocating cases to a claims handler more swiftly and by making faster decisions on less complex, lower-value claims.

Automated communications also form part of the portal’s functionality. Important documents are sent automatically to brokers, customers, or third parties, eliminating the need for manual follow-ups and keeping all parties informed throughout the claims process.

To aid brokers in becoming familiar with the new portal, RSA has produced several comprehensive video guides that walk users through the process of making a new claim and highlight key features and benefits.

Gary Mason, COO Delivery Director at RSA Insurance, led the integration of the new system. Speaking about the decision to move to the cloud, Mason said, "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."

John Chasty, Director of Customer Success at Guidewire, remarked, "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."

Kris le Sage de Fontenay, Client Partner at RSA for Capgemini, added, "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."