「By leveraging Guidewire ClaimCenter and moving the claims payment process to One Inc., claims payment costs and cycle times have been reduced, saving time and money for the business and improving the customer experience. 」
Molly Cook, Director of Claims
The General
The General Automobile Insurance Services, Inc. (The General) is a licensed insurance agency that is a subsidiary of PGC Holdings Corp. (PGC), an affiliate of American Family Insurance. Through its insurance company subsidiaries and their predecessors, PGC has been writing automobile insurance in many states throughout the country for more than 50 years.
To support its US-based claims operation, in 2015 The General implemented Guidewire ClaimCenter, a claims management system that supports all lines of personal, commercial, and workers’ compensation insurance. ClaimCenter provides end-to-end claims lifecycle management, including intuitive loss-report intake, advanced adjudication processes, integrated operational reporting, and tracking of all required claims-related financial data.
Realizing that the speed of a claims payment plays a vital role in creating a positive customer experience, The General needed a way to leverage the capabilities of ClaimCenter with an integrated digital claims payment platform to bolster customer service. To deliver a better digital experience to its customers, The General embraced an enhancement to its ClaimCenter system, working with One Inc., a solution partner in the Guidewire PartnerConnect program.
One Inc. gives insurers the capability to pay anyone—insured individuals, claimants, vendors, and lien holders—using one solution for either a single payee or multiple payees. The software also provides a choice of payment methods, letting customers decide how they will receive payments. That, in turn, improves the adoption rate for electronic payments. Adjusters can also use the One Inc. solution on the device of their choosing from virtually anywhere.
The General used One Inc.’s tested and certified accelerator to integrate the One Inc. software with ClaimCenter, providing a seamless integration that keeps the focus of customer satisfaction at its core. With the help of One Inc. and its integration with ClaimCenter through its validated accelerator, The General was able to implement the integrated solution within 12 weeks. For the first time, The General has the ability to quickly offer digital payments to insured individuals, claimants, vendors, and lien holders.
“By leveraging Guidewire ClaimCenter and moving the claims payment process to One Inc., claims payment costs and cycle times have been reduced, saving time and money for the business and improving the customer experience,” says Molly Cook, Director of Claims at The General.
