Amica Mutual Insurance Company

Amica Mutual Insurance Company is a direct writer of personal lines insurance. The company, founded in 1907, is well known in the industry for its financial strength and for providing exceptional customer service to policyholders. They carry an A++ (Superior) rating from A.M. Best Company and have repeatedly been ranked #1 for customer service by a leading consumer publication. Amica employs over 3,000 people in 39 offices across the United States.

Amica's passion for delivering excellent customer service led to the decision to find a new policy administration and a new claims management system that would have the flexibility to enable Amica to quickly respond to changes requested by the business, and provide an intuitive system for its customer service representatives and underwriters.

Amica started its journey with claims. The company selected ClaimCenter due to the system's functionality and ability to help them reach their goal of moving to an electronic claim file while increasing adjuster productivity. Amica is in production with Guidewire ClaimCenter for all claim transactions and activities across all of their lines. ClaimCenter now handles all new claims for Amica’s auto, homeowners, marine, and personal excess liability lines of business. Amica has a total of 2,500 active ClaimCenter users in-production with the system, including underwriters, support teams, and 1,100 claims professionals.

Amica will now leverage the technology skills acquired during its successful ClaimCenter project with its PolicyCenter implementation. PolicyCenter will help Amica more easily complete applications over the phone with customers, reduce CSR training times by roughly 50%, make product changes more quickly and capture a higher quality data for improved underwriting decisions.

“Our decision to go with Guidewire PolicyCenter was based every bit as much on our positive past experience with Guidewire as it was on the strength of the PolicyCenter product. We believe in Guidewire’s ability to apply technology to effective business solutions, and we were impressed with the advances made in the latest version of PolicyCenter.” 

– Lou Peranzi, Senior Vice President, Information Technology, Amica Mutual Insurance Company

“We are very comfortable with our Guidewire selection and have confidence they will deliver just as good a policy and underwriting system for us as they have a claim system. Our Customer Services Representatives consistently deliver superior service with the technology they have available to them today. As a company, we want our front-line representatives to have state of the art systems to complement their efforts. PolicyCenter will provide us with the intuitive and flexible foundation we need to make their lives easier.” 

– Jim Bussiere, Senior Vice President, Sales and Client Services, Amica Mutual Insurance Company

"ClaimCenter met virtually all of our needs from the start and Guidewire worked diligently with us to develop the additional functionality we wanted. Selecting Guidewire to help make us successful was the right decision for Amica - the quality of the ClaimCenter application, the Guidewire team, and our partnership is simply outstanding."

– Jim Will, Senior Assistant Vice President, Claims, Amica Mutual Insurance Company

"ClaimCenter was integrated with more than 20 internal and external systems requiring varying degrees of sophistication. Guidewire’s technology, integration approach, our use of agile, and the combined talents of the project team made these integrations as smooth as they could be. Our IT team is now self-sufficient and is readily making system changes and integrations on its own.”

– Robert Bergeron, Section Manager, Integration Competency Center, Amica Mutual Insurance Company