RSA Insurance, a leading UK insurer, has launched its new and enhanced broker and customer claims portal.
The company, known for its comprehensive insurance services, is the first UK insurer to implement the Guidewire Cloud solution, powered by Guidewire, a global leader in insurance platform software.
The new claims portal offers a comprehensive and market-leading claims management solution within a scalable and secure cloud environment. It leverages the latest technology to streamline the claims process, saving brokers and customers valuable time and effort.
Capgemini, a global business and technology transformation partner with the most Guidewire specialisations in the industry, was selected to ensure the smooth and effective implementation of this solution.
Initially, the portal will support the Commercial Property product line, allowing brokers to make and track claims online. RSA plans to add additional lines of business in a phased approach throughout the remainder of 2024 and into early 2025.
This methodical rollout is designed to ensure a smooth transition and minimise disruption.
The portal includes several advanced features designed to enhance the user experience and make the claims process more efficient. These include a streamlined First Notification of Loss (FNOL) process with dynamic questioning, live chat support with seamless escalation to phone calls, analytics triage tools for quicker assignment of loss adjusters, smoother settlements for less complex claims, and automated communications to keep all parties informed without the need for manual follow-ups.
To assist brokers in familiarising themselves with the new portal, RSA has developed a series of comprehensive video guides. These guides walk users through the process of making a claim and highlight the key features and benefits of the new system.
The launch of this new portal is part of RSA’s ongoing commitment to innovation and enhancing the customer experience.
The company identified the need for a more agile, responsive, and efficient claims process as the driving force behind the development of this new platform.
RSA Insurance provides a wide range of insurance products and services, catering to both individuals and businesses. The company is recognised for its strong focus on customer service and its ability to adapt to the ever-changing needs of the insurance market.
Gary Mason, COO Delivery Director at RSA Insurance, who led the integration, 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, customer success at Guidewire, said, “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, 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 re-imagines RSA’s claims operations.”
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