Zurich Insurance

Business Benefits

• Created a consistent claims service experience across the business, resulting in improved customer satisfaction survey (NPS) results
• Delivered a better service experience to agents and brokers
  
   

The Story

Zurich Insurance is one of the largest multi-line carriers in the world. One of the reasons Zurich Insurance is a leader in Personal and Commercial lines products that are sold globally, is because the insurer refuses to lose sight of what’s best for its customers—in all its regions.

That customer-centric approach has meant deploying, with assistance from Ernst & Young LLP, Guidewire ClaimCenter in the Japan market. Customers can now self-check their claims status and see faster claims settlement time frames. Similarly, Zurich UK, with the help of Capgemini Financial Services UK, transformed its end-to-end claims management program to reduce costs and improve the customer experience.

And as part of a strategic initiative to provide customer service suited to meet current and future needs, Zurich Switzerland deployed, with Guidewire PartnerConnect member EY, Guidewire ClaimCenter, to enable multi-channel customer interaction, along with improved workflow and related efficiency benefits.

Zurich Gruppe Deutschland’s call to be more customer focused resulted in the organization deploying Guidewire InsuranceSuite, which enable Zurich Gruppe Deutschland to boost operational efficiencies in both policy administration and claims handling, offer uncomplicated services and products, and deliver a better service experience to agents and brokers.

"Increasingly, customers expect flexibility and clarity from their insurer," said Dr. Klaus Endres, CEO Personal Lines Zurich. "We are impressed, not just by the capability of Guidewire’s core products, but also by their commitment to developing products that sustain insurers into the future. Guidewire’s focus will ensure we can offer our customers the straight-through processing, omnichannel capabilities and digitalized experience they want. Our focus will ensure the simplicity and structure in our products and services that improve the overall customer experience."

To maintain its momentum in providing a superior customer experience across all its regions in the future and protect the company’s ability to better manage customer risk, Zurich Insurance Group chose Guidewire Cyence Risk Analytics (Cyence) to leverage the cyber risk knowledge and insights required to help the company prospect, underwrite, and price risks. Zurich will roll out Cyence globally.

“We are focused on helping our customers, assess these cyber risks; and this product will help us make better underwriting, pricing, and enterprise risk management decisions so we can meet that goal,” said Lori Bailey, Global Head of Cyber Risk, Zurich.