Amica Mutual Insurance Company

Product: InsuranceSuite, PolicyCenter, BillingCenter, ClaimCenter, Guidewire Live Analytics, Guidewire Digital, Guidewire for Salesforce
Line of Business: Commercial, Personal
Region: Americas

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, a new claims management system, and a billing 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 Guidewire 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 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 is currently leveraging the technology skills acquired during its successful ClaimCenter project with its Guidewire 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.

In addition, Amica has most recently selected Guidewire BillingCenter™ as its new billing management system for all of its lines of business in all states as part of its continued dedication to customer excellence.

    We selected BillingCenter due to our confidence in Guidewire’s architecture, the quality of its software and Guidewire’s track record of successful customers already running BillingCenter,” said Peter Moreau, vice president and chief information officer at Amica. “After experiencing the ease of use of the system as well the depth and breadth of its functionality firsthand, it was made clear to us that BillingCenter was the best fit for our objectives and would position us well for handling customer needs and preferences now and in the future.
    Peter Moreau, Vice President and Chief Information Officer, Amica Mutual Insurance Company
    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
    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

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