A path to business insights and improved customer engagement
"We believe that Guidewire technology enables us to be more aware of the status of our claims by giving us a platform to collect, retrieve, and view information efficiently for better measurement, metrics, and customer service."
Jim Kauffman, Senior Vice President Claims
California Casualty
California Casualty is a 100-year-old company that provides auto and home insurance to educators, law enforcement employees, firefighters, and nurses in 44 states. In addition to its California headquarters, California Casualty has service centers in Arizona, Colorado, and Kansas.
The insurer is committed to serving this niche market of “essential workers” with the best possible technology to drive both operations and superior customer service. This means staying on a dedicated path to embracing modern digital tools that can do the job.
In production with Guidewire ClaimCenter since 2008, the company decided in 2018 to upgrade to ClaimCenter 7.0 to enhance its customer-service capabilities in claims handling and ensure that its claims staff has access to the latest technology.
Then California Casualty chose Guidewire Explore (part of the Guidewire Live Analytics platform) and Guidewire Predictive Analytics to mine and analyze data to help increase and improve customer engagement and control expenses and indemnity costs. The insurer’s goal is to use these applications to conduct in-depth analysis of data, which will uncover patterns to help identify inefficiencies in claims cycle times. Accomplishing this will ultimately improve the customer experience.
In addition, the products will enable California Casualty to leverage insights to control expenses and indemnity costs, which in turn will keep product costs low. The company will also be able to identify claims that can be processed and paid without human interference, creating an expedient and trouble-free experience for customers.
“We believe that Guidewire technology enables us to be more aware of the status of our claims by giving us a platform to collect, retrieve, and view information efficiently for better measurement, metrics, and customer service,” said Jim Kauffman, Senior Vice President for Claims at California Casualty. “With the addition of Guidewire’s analytics products, we’re building on that track record while taking full advantage of available data to make the entire claims life cycle more streamlined and informed.”
