Aussie insurance firm now on Guidewire

QUEENSLAND, AUSTRALIA: RACQ Insurance, a provider of motor vehicle and household insurance to over 1.7 million policyholders throughout Queensland and northern New South Wales, and Guidewire Software, Inc., a provider of software products to general (Property/Casualty) insurers, announced that RACQI has successfully deployed Guidewire PolicyCenter as its new underwriting and policy administration solution and Guidewire BillingCenter as its new billing system.

Guidewire PartnerConnect alliance member, Ernst & Young LLP, worked together with RACQI on the implementation. RACQI simultaneously deployed PolicyCenter and BillingCenter for all of its lines of business, in all territories, in a 'big bang' implementation approach. Currently there are 1,300 PolicyCenter users, 500 of which are also using BillingCenter. As part of this initiative, the company also implemented Guidewire ClaimCenter for its Motor Liability line, expanding on the capabilities previously implemented for its Motor and Home lines of business, as the announcement explains.

After the dissolution of their joint venture with an insurer that had provided both core system support and IT services, RACQI was prompted to search for new core systems that were rules-based and process-driven and would help them improve customer and staff experience.

“There is no doubt that the relationship at the point of contact with a member (customer) is increasingly important when compared to the actual transactional value,” said Bradley Heath, chief executive officer, RACQI.

“The transaction activity needs to be efficient and effective, but it has become increasingly crucial to bring other value to the member whether it includes offering services on the web or providing quick service on a call, for example. Being able to provide this high level of service to our members is absolutely critical to our future, and Guidewire technology will help us to do that.”

“The satisfaction level with PolicyCenter and BillingCenter among our people has been very high from day one,” said Greg Booker, chief information officer, RACQI. “Staff have been especially happy with the quality of the systems which enables them to increase their service and sales levels. We also appreciate the reduction in training time we are experiencing due to the familiarity with Guidewire technology.”