Zurich selects new claims handling platform provider

Zurich has selected Guideware Software to provide the 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 aimed at transforming claims processing to reduce costs and improve customer service.

The platform and implementation plan is intended to reduce manual processing, improve data management and business intelligence for better decision-making and to cut losses due to fraud or leakage.

Guidewire ClaimCenter, which is already used by Zurich’s general insurance operations in Japan and Canada, will manage the entire claims lifecycle and will be used to process claims for all of Zurich’s UK personal lines, commercial broker and Zurich Municipal customers.

The first phase of the programme will focus on personal lines and will involved the roll out of the system to Zurich UK’s offices and its offshore site in Pune.

Zurich’s UK general insurance business chief claims officer Tony Emms (pictured) said: “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.”

Guidewire’s managing director of EMEA Jeff Proudfoot 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.”