RACQ Insurance, an Australian P&C insurer, has deployed Guidewire PolicyCenter for underwriting and policy administration, as well as Guidewire's BillingCenter and ClaimCenter, all with the assistance of Ernst & Young LLP, a Guidewire PartnerConnect alliance member.

RACQ implemented PolicyCenter and BillingCenter for all lines of business and in all territories simultaneously. There are now 1,300 PolicyCenter users, 500 of whom also use BillingCenter.

“There is no doubt that the relationship at the point of contact with a customer is increasingly important when compared to the actual transactional value,” said Bradley Heath, RACQ CEO. “The transaction activity needs to be efficient and effective, but it has become increasingly crucial to bring other value to the member whether it includes offering services on the web or providing quick service on a call, for example.”

Previously, RACQ was part of a joint venture receiving core system support and IT services from another insurer. With the dissolution of that arrangement, RACQ decided to acquire rules-based, process-driven core systems to help improve customer and staff experience, Guidewire said.

With Guidewire, PolicyCenter and BillingCenter, RACQ will have a single view of customer data across billing and policy administration systems, which is intended to enhance service levels, Guidewire said. Other prospective benefits for the insurer include increased market responsiveness and the ability to roll out products and changes more quickly, and improved staff efficiency through a more intuitive and integrated technology platform and the automation formerly manual tasks to increase operational efficiency.

“The satisfaction level with PolicyCenter and BillingCenter among our people has been very high from day one,” said Greg Booker, RACQ CIO. “Staff have been especially happy with the quality of the systems which enables them to increase their service and sales levels. We also appreciate the reduction in training time we are experiencing due to the familiarity with Guidewire technology.”

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