The Challenge
The Solution
«Moving forward, we wanted to reduce the costs associated with the upgrades and the time it took to implement. As we learned about Guidewire’s Cloud offering, we started to move in that direction as the best long-term move for CIG.»
Michael Ackerman, Chief Information Officer Capital Insurance Group
Capital Insurance Group
Since 1898, Capital Insurance Group (CIG) has been serving the Western United States, providing personal, commercial, and agricultural insurance to its policyholders in Arizona, California, Nevada, Oregon, and Washington. CIG became a Guidewire customer in 2015, but it was in 2022 that the insurer decided to expand that relationship. It was more than a year into its ClaimCenter on-premises upgrade when it decided to pivot and instead migrate its core systems to Guidewire Cloud.
“We decided to start looking at the Cloud offering as we were in the middle of a long and time-consuming upgrade to V10,” said Michael Ackerman, Chief Information Officer. “We wanted to reduce the costs associated with the upgrades moving forward and the time to implement.”
In August 2023, CIG went live with ClaimCenter and followed that up with PolicyCenter and BillingCenter in February 2024.
“We went out-of-the-box with ClaimCenter on Guidewire Cloud, and implementation went extremely well,” noted Ackerman. “We received positive feedback from the claims force on the system's ease of use. We went live on a weekend with PolicyCenter and BillingCenter on Guidewire Cloud and that Monday, we checked around for feedback and most didn’t even know we had gone from on-premises to cloud.”
Customer and agent experience is a top priority for CIG. The insurer is a current ProducerEngage customer but has plans to revamp its use of the product and will use Advanced Product Designer to help with this.
“We want to redo some of the front-end customer and agent experience,” noted Ackerman. “After we turn on ProducerEngage, we plan to take advantage of some of the other Engage products. When we go live with CustomerEngage we will activate the mobile and the web portals for our customers.”
Data is also a top priority for CIG. As a Guidewire Data Platform customer, taking advantage of Cloud Data Access, CIG is able to leverage its core data in near real-time latency for a variety of use cases. Ackerman said, “The way that we are consuming and utilizing the data gives us insight into all of our reporting, including operational and financial reporting.” He added, “Any reporting that we have is built off of production reporting, agency performance, financial reporting, metrics, premium receivables, and claims.”
CIG expects to have even deeper insight into its P&C core operations and the ability to better serve policyholders when it launches Guidewire Predict.
