Motorists Insurance Group Transforms Commercial Lines Business

Motorists Insurance Group had some real challenges in their Commercial Lines business.  There were over 20 core systems for policy administration; response times were very slow; and everyone inside and outside the company was requesting real time access and updates. Customers, agents, and staff wanted clear visibility into policies and business.

The solution was to implement Guidewire InsuranceSuite™ core systems and Guidewire Digital™ applications which met the demands for real-time processing and accessibility on any device. Motorists also provided significant organizational change management to roll out an entirely new business infrastructure to better support the company.

As part of its 2021 initiative, Motorists wanted one core administration solution for Commercial Lines, according to Lisa Wharton, Vice President, Systems Transformation. After doing a market search, it selected Guidewire PolicyCenter™, Guidewire ClaimCenter™, and Guidewire BillingCenter™ (collectively known as “InsuranceSuite”), primarily due to these core systems’ market acceptance by many of Motorists’ competitors and to the user friendliness that was evident in Guidewire product demonstrations.

However, the Motorists team was concerned that their agents and customers weren’t using the same easy-to-use interface as their policy, claims, and billing staffs. They wanted to ensure that they had a way to interact with agents and policyholders that provided real-time responses from any mobile platform as well as from a PC browser. Their ultimate goal was to make business as easy and real-time as possible. As a result, they selected Guidewire Digital to provide that interface.

Todd Lawrence, Vice President, Commercial Operations, indicated that customers had tolerated slow response times in the past, but their patience was waning. Commercial Lines policyholders and agents wanted to log on to a portal and get real-time access. They wanted quotes and status in real-time, as well as the ability to make an immediate payment. That required an integrated, real-time digital interface.

James Sullivan, Vice President, Customer Experience Officer, stated that Commercial Lines agents and policyholders were now voicing the expectations that their Personal Lines peers had. They wanted visibility and quick access into their accounts. James believes that we’re in a microwave society and everyone wants to operate in real-time.

With its adoption of Guidewire products, Motorists enabled its agents to have a seamless digital experience. It also reduced duplicate entries and dramatically reduced time to quote, change, and bind a policy from 24-45 days down to just seconds. And, to top it off, the company completed an amazing 100% of its online sales, servicing, and billing transactions without human intervention by using straight-through processing.

Motorists has truly transformed their Commercial Lines operation through the use of Guidewire’s InsuranceSuite and Digital applications. We encourage you to info [at] guidewire.com (contact us) today to see how we can help you do the same.

Read the full story here.

Motorists' SVP and Head of Strategy John Kessler will be participating in a Connections 2018 panel discussion, "Success Factors in Commercial Lines Digital Transformation & Launching MVP Product Leveraging AWS," taking place Tuesday, October 16th at 1:15 p.m. in Margaux #2.