RSA Becomes First UK Insurer to Implement Cloud Solution for Claims

RSA Insurance has today announced the launch of its new and enhanced broker and customer claims portal. Powered by Guidewire, a global leader in insurance platform software, RSA is the first UK insurer to implement the Guidewire cloud solution. ClaimCenter on Guidewire Cloud offers RSA a comprehensive market-leading claims management solution, integrated into a scalable and secure cloud environment.  The portal uses the latest technology to make the process easier and faster, saving brokers and customers valuable time and effort. Capgemini, a global business and technology transformation partner, holding the most Guidewire specialisations in the industry, was selected to ensure that the implementation process was smooth, timely, and effective. Product lines are being added in a phased approach to ensure a smooth transition and minimise disruption. The first product line now accessible via the portal is Commercial Property, giving brokers access to make and track claims online. Additional lines of business will be added through the remainder of 2024 and into early 2025. There are numerous benefits of using the new portal for making and tracking claims. These features are designed to make the claim process easier and more efficient. They include:

• Streamlined First Notification of Loss (FNOL) process: With dynamic questioning, the most relevant information is captured upfront, making the journey faster and often removing the need to speak with a claims handler.
• Live Chat support: Access to experienced claims handlers when logging a claim, with the option to seamlessly switch to a phone call with the same handler. This allows brokers to get real-time assistance and escalate issues quickly.
• Analytics triage tools: When a loss adjuster needs to be assigned, robust data models allow RSA to do this at the earliest opportunity. This means contact with an expert more quickly,  when it's needed most.
• Smoother settlements: Because relevant information will be captured upfront, cases will be allocated to a claims handler more quickly and many less complex, lower-value claims, will get a faster decision.
• Automated communications: Important documents will be sent to brokers, customers or third parties automatically. All parties will be kept informed without the need for manual follow-ups

To help brokers get acquainted with the new portal, RSA has created a number of comprehensive video guides, that walk users through the process of making a new claim and highlighting the key features and benefits. Gary Mason, COO Delivery Director at RSA Insurance, who led the integration, said: “The decision to move to the cloud was driven by a commitment to innovation, as well as customer and broker-centricity. Our goal was to enhance our claims capabilities, delivering an improved service to our customers and brokers. ClaimCenter on Guidewire Cloud allows us to be far more agile, responsive, and efficient in our operations.” John Chasty, Director, Customer Success at Guidewire, said:   “We’re proud to partner with RSA in this groundbreaking initiative. Guidewire Cloud is designed to empower insurers with the tools they need to thrive in a digital-first world. In an era marked by rapid technological advancements, RSA has set a new industry standard by becoming the first UK insurer to implement Guidewire Cloud.” Kris le Sage de Fontenay, Client Partner at RSA for Capgemini, said: “Today’s fast-evolving customer expectations require insurers to rethink the traditional claims experience. Capgemini is delighted to play a crucial role in guiding RSA on their ambitious project to deliver a simpler and more personal claims experience for brokers and customers. Together, we have leveraged our collective strengths to create a solution that truly reimagines RSA’s claims operations.”