RACQ Insurance

Product: PolicyCenter, BillingCenter, ClaimCenter, InsuranceSuite
Line of Business: Personal
Region: Asia-Pacific

RACQ Insurance (“RACQI”) is a wholly owned subsidiary of the Royal Automobile Club of Queensland that provides motor vehicle, household, pleasure-craft and compulsory third party insurance. RACQI is, arguably, the largest provider of motor vehicle insurance in Queensland and the second largest provider of household insurance. In total, RACQI provides cover to more than 1.7 million policy holders throughout Queensland and northern New South Wales

RACQI simultaneously deployed PolicyCenter and BillingCenter for all of its lines of business, in all territories, in a “big bang” implementation approach. Currently there are 1,300 PolicyCenter users, 500 of which are also using BillingCenter. As part of this initiative, the company also implemented Guidewire ClaimCenter® for its Motor Liability line, expanding on the capabilities previously implemented for its Motor and Home lines of business.

There is no doubt that the relationship at the point of contact with a member (customer) is increasingly important when compared to the actual transactional value. The transaction activity needs to be efficient and effective, but it has become increasingly crucial to bring other value to the member whether it includes offering services on the web or providing quick service on a call, for example. Being able to provide this high level of service to our members is absolutely critical to our future, and Guidewire technology will help us to do that.
Bradley Heath, Chief Executive Officer, RACQ Insurance
The satisfaction level with PolicyCenter and BillingCenter among our people has been very high from day one. Staff have been especially happy with the quality of the systems which enables them to increase their service and sales levels. We also appreciate the reduction in training time we are experiencing due to the familiarity with Guidewire technology.
Greg Booker, Chief Information Officer, RACQ Insurance

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