“We see our agents as customers, and Guidewire technology will enable us to improve the consistency and efficiency of the processes they work with. Customers and agents will be able to interact in new ways, and NFU Mutual will be able to service customers like never before. ”
Steve Bower, Customer Services Director
NFU Mutual
The National Farmers Union Mutual Insurance Society Limited (NFU Mutual) has maintained its position as the UK’s leading rural insurer by proactively responding to and seeking ongoing technology innovation. Providing general insurance, life, pensions, investments, and risk management services to Personal and Commercial lines to customers located outside of urban areas, the company, along with its agency network, began experiencing process efficiency savings, improved premium collection services, and reduced payment administration following the implementation Guidewire BillingCenter.
Next, NFU Mutual set its sights on Guidewire ClaimCenter as its new claims management system, along with Guidewire DataHub to support its data management and migration needs, and Guidewire Claim Portal for Vendors. This effort, being deployed across all of its lines of business beginning with motor, and across all distribution channels, will help the insurer accelerate its digital strategy, enabling its network of repair vendors to be more connected to the claims process. Seeing benefits such as the reduction of repetitive manual tasks, better claims data management and reporting, and attainment of a transparent view of claim progress for claims handlers and agents, NFU Mutual was on track to create a platform for future digital development.
That platform includes additional Guidewire core, data, and digital products Guidewire PolicyCenter and Guidewire Client Data Management as its new systems for policy administration, underwriting, and client data management. Finally, to offer a seamless omnichannel digital experience to its customers, the insurer opted for Guidewire CustomerEngage.
The Guidewire platform will underpin greater system connectivity, enrich customer experience, and support innovative service delivery.
"This decision allows us to focus on meeting the needs of customers, now and in the future, by developing and evolving our policy propositions through better product design, and introducing enhanced digital channels," said Steve Bower, Customer Services Director at NFU Mutual.
