„We are excited about the opportunities Guidewire will give our business to provide flexible products and pricing while delivering an enhanced customer experience. "
Helen Longland, Program Director Core Insurance Program IT Services
QBE Australia
How QBE Insurance Australia Engages, Innovates, and Grows Efficiently
Business Benefits
- Enabled improvements in online new business within 30 days of going live
- 6 months after going live, increased the number of policies automatically underwritten through improved straight-through processing
The Story
QBE Insurance Australia is a division of QBE Insurance Group, one of the world’s leading insurers and reinsurers, with operations in 37 countries and a presence in all of the key global insurance markets. Headquartered in Sydney, Australia, QBE Australia has more than 30 offices nationwide and delivers one of the broadest product ranges of any insurer in Australia, high levels of service, and a degree of flexibility that its competitors find difficult to match.
The ambitious goal for QBE Australia—to become a digital distribution enterprise— focused on personalized engagement that includes seamless touch points, agile processes, and enhanced customer engagement. With the help of Guidewire PartnerConnect Premier member Ernst & Young (EY) in Australia, which facilitated the implementation, the company deployed Guidewire core processing, data and analytics, and digital engagement products to adapt its business for success in today’s rapidly changing insurance marketplace.
Guidewire and EY helped bring the insurer's vision to life by architecting and implementing Guidewire InsuranceSuite software for their direct insurance business. Working together, QBE and EY completed a direct insurance systems transformation in 20 months, delivering a platform that would form the foundational basis for future lines of business.
Guidewire DataHub and InfoCenter are now supporting its direct insurance data management and business intelligence needs. Additionally, QBE Australia is leveraging Guidewire Quote and Buy Portal for Policyholders to offer self-service quoting capabilities to consumers.
The new insurance ecosystem provided almost immediate benefits, such as improvements in customer workflow management and a significant shift from telephone to online sales. The new system also has proven to enhance operational efficiency, productivity, and customer service levels throughout the organization by standardizing policy administration, billing management, claims handling, and self-service processes on a common platform. These improvements play forward into improvements in business agility, enabling QBE Australia to bring new products and product enhancements to market more quickly.
Guidewire products that made it possible
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