Meet Rakuten

Business Benefits

• Increased its claims handling capacity by 150%
• Increased operational efficiency with intuitive operability

The Story

Rakuten General Insurance Co., Ltd. (Rakuten), now a subsidiary of Rakuten, Inc., offers fire, marine, and transport insurance and, since its founding, has continued to steadily expand throughout Japan through proactive initiatives to boost corporate efficiency.

The company’s expansion of automobile insurance policyholders means an increase in the number of accident claims being handled by the company, and this number is expected to increase further as the number of policyholders continues to grow. As a result, Rakuten sought ways to improve productivity by providing improved accident response services, while maintaining the number of current staff.

After a careful product and vendor review, Rakuten selected Guidewire ClaimCenter as the claims management system for its automobile insurance business. ClaimCenter enables integrated claims management, which was previously handled by several individual systems—for contract content inquiry, accident negotiation, and premium billing. By consolidating multiple legacy systems, Rakuten now has a seamless workflow of claims operations, enabling efficiencies that empower staff to provide higher levels of customer service for their policyholders.

“We chose ClaimCenter after we carefully reviewed packaged products from other vendors as well as our own systems. We were also impressed with Guidewire’s wealth of experience with implementation projects both here in Japan and overseas,” said Osamu Sato, Claims Management Department at Rakuten General Insurance.