neil betteridge's presentation part 1

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© Guidewire 2012. All rights reserved Presenting Sponsor: Produced By:

New Technology & Processes: The Claims Landscape

Neil Betteridge, VP Strategy, Guidewire


© Guidewire 2012. All rights reserved © Guidewire 2012. All rights reserved

Customer Service Excellence

Operational Efficiency

Lower Loss Costs

Business Agility

Claims Business Imperatives



Some Guidewire ClaimCenter Customers

®



Clients Expect

Smooth Fast Transparent Collaborative

Fair

What is

What could be…


© Guidewire 2012. All rights reserved

ACCESS AND COLLABORATION



Flexibility to accommodate new and emerging collaboration and access options

Field Adjuster iPad Consumer Portal

Computer Telephony Integration

iPhone FNOL

Design for Collaboration and Access



Field Adjusters Lack Information and Tools

The Challenge



Field Adjuster iPad

Note: This would be configured to support the customer’s requirements.



Plan most efficient routing to handle multiple claims

Improve Remote Adjuster Efficiency



Accelerate Critical Information Access

Access pertinent information before

evaluating loss



Improve Remote Adjuster Effectiveness



All through the Field Adjuster’s iPad



Evolve Service Provider Selection Consumers growing accustomed

to easily locating businesses, accessing reviews and recommendations

Can your claims staff quickly provide quality, convenient referrals?



Customer Self-Service Leverage Core Claims System out to Web



Huge Demand for (some) Apps iTunes App Store Driving 46+ Million Downloads per Day

Source: KPCB estimates based on Apple data, as of CQ1:12.



Claims Self-Service



Differentiating Mobile Self-Service Specialized Android and iPhone apps

Manage claim, verify policy, pay bill, find “rig ready” shops, trucking

news, trucking POI

Manage claim, verify policy, pay bill, pay bill,

find vet

Manage claim, verify policy, pay bill



Claims Journey: Injured Race Horse

Horse stumbles Is this covered?

Verify Coverage for horse, usage

Who can help?

Find a nearby approved vet

File claim?

File and track claim within app



Equine App: ClaimCenter Support

Integrate with Enterprise data

via SOA*

Identify vets using GPS and

configurable business rules

Claims processes and status exposed

via SOA*

* Service Oriented Architecture

Horse stumbles Is this covered?

Verify Coverage for horse, usage

Who can help?

Find a nearby approved vet

File claim?

File and track claim within app



Top provider of equine insurance

Result: Differentiation through Service

Development cost only $25K 4 internal staff for 4 months

Celent Model Insurer Novarica Impact Award SMA Innovation in Action



Social Media

Policyholder looking to

address claim with carrier

Carrier looking to investigate policyholder

for fraud

neil betteridge's presentation part 1

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