NJM Insurance Group

Product: InsuranceSuite, PolicyCenter, BillingCenter, ClaimCenter, Guidewire Digital, Guidewire Live Analytics
Line of Business: Commercial, Personal, Workers' Comp
Region: Americas

New Jersey Manufacturers Insurance Group is currently the state's largest writer of Workers' Compensation and Personal Auto Insurance and numbers among the five largest providers of Commercial Auto and Homeowner's coverage. NJM represents approximately $1.5 billion in annual written premiums in auto insurance, homeowners and workers' compensation. NJM is a unique policyholder-focused organization that exercises careful stewardship over the use of policyholders' funds, emphasizes prompt, exceptional customer service, and has shared the rewards of efficient operations by returning substantial dividends to policyholders every year since 1918.

NJM believes that excellence in claims is fundamental to maintaining superior policyholder service. The carrier has undertaken a multi-year, enterprise-wide re-engineering effort to continuously enhance policyholder service by improving business processes in tandem with a move to modern technology. As a key part of this effort, NJM sought a new claims solution to support its current volume of 200,000 claims annually, while positioning it for the future. NJM selected Guidewire ClaimCenter, a scalable and flexible Web-based claims handling system. ClaimCenter was implemented and is in use by over 750 NJM insurance professionals today.

After its successful ClaimCenter deployment, NJM wanted to evaluate other areas of its business including underwriting, policy administration, and billing operations to determine if additional process improvements could be made.  NJM sought a next generation platform that could streamline its policy and billing management, better serve its policyholders, and provide a foundation for future initiatives and business changes. NJM selected Guidewire PolicyCenter® as its new underwriting and policy administration solution and Guidewire BillingCenter® to manage its billing operations. In addition, NJM has selected Guidewire Client Data Management™ to support a more comprehensive customer view across its core operations.

The first place to make a positive impression in claims handling is at the time of the loss report. ClaimCenter has enabled us to significantly improve our First Notice of Loss (FNOL) service levels and process. ClaimCenter’s intuitive loss screens and automated claim assignment functionality enables us to start adjusting the claim immediately upon loss notification, improving our claims service levels and saving us time and money. The latter ultimately gets returned to our policyholders as dividends.
Michael O'Neil, Vice President, General Claims, NJM Insurance Group
While we had success with our Guidewire ClaimCenter implementation, we selected Guidewire PolicyCenter and BillingCenter because of the depth of functionality of each system individually. The maturation of PolicyCenter and BillingCenter caught our attention, and we believe the capabilities of the systems will help us meet our long-term IT and business goals.
Harold Fink, Vice President, Program Management Office, NJM Insurance Group

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