RSA launches new customer and broker claims portal

Insurer RSA has launched a new broker and customer claims portal.

Called ClaimCentre, the cloud-based portal is powered by Guidewire and aims to make the claims process faster for both brokers and customers.

Features include a first notification of loss (FNOL) process, live chat support, analytics triage tools for when a loss adjuster needs to be assigned to a claim and automated communications.

The first product line accessible via the portal is commercial property, with additional lines of business being added through the remainder of this year and into early 2025.

RSA’s chief operating officer and delivery director Gary Mason said the decision to move to Guidewire’s 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,” he added.

“ClaimCentre on Guidewire cloud allows us to be far more agile, responsive and efficient in our operations.”

First UK insurer

RSA claims it is the first UK insurer to implement the Guidewire cloud proposition.  

Guidewire’s director of customer success John Chasty said the company’s 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,” he added.

“We’re proud to partner with RSA in this groundbreaking initiative.”

RSA has also created several video guides to help brokers get acquainted with using the new portal.

To help with the implementation process, RSA partnered with information technology company Capgemini.

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.”