Rosgosstrakh

Product: ClaimCenter
Line of Business: Commercial, Personal
Region: EMEA

Rosgosstrakh (RGS) is Russia's largest insurance company with gross written premium of 44.1 billion Rubles (US$1.63 billion). RGS is headquartered in Moscow and operates over 3,000 branches, regional agencies, sales and claims-handling offices covering every one of Russia's 89 regions.

RGS selected Guidewire ClaimCenter to support its end-to-end claims process for personal and commercial lines of business in all claims centres, as part of the company's multi-year strategy to transform itself into a modern insurance company based on the highest global standards.

With its initial six-month ClaimCenter deployment project (completed in May 2007) and numerous subsequent roll-outs of ClaimCenter, the RGS claims organisation now has consistent processes in place, is working with paperless (electronic) claims files, and can view more and higher quality claims data in real-time for improved operational efficiencies. The company is on track to meet its primary project objectives and is seeing reduced adjuster training times and costs and a reduction in claims settlement times to one day for simple claims.

ClaimCenter is the single claims management system for the company and is in use by more than 5,000 personnel in over 400 claim centers across 11 time zones from Kaliningrad on the Baltic Sea in the West to Kamchatka on the Pacific Ocean in the East and from Murmansk on the northern Barents Sea to Krasnodar in the South. RGS believes that excellent customer service requires perfect claims handling and high quality handling consistency across its entire country.



    We chose Guidewire because of the system's ability to process current and projected transaction volumes and because of how easy it is to configure according to our needs. We were looking for a system which incorporated best practices in claims settlement. We have already started working on the implementation and are very happy with the progress made thus far.
    Ilya Mikhailenko, Vice President - Insurance, Rosgosstrakh
    This project was very challenging in terms of what we wanted to accomplish, the vast geography we were working with, and the fact that we selected a vendor in Guidewire who had no previous experience in Russia and whose product wasn’t yet available in Russian. Together we have made the impossible a reality. Guidewire was open and honest with us and they kept their promises. This, along with the determination and talent of our team, ClaimCenter’s flexibility, and strong RGS management vision and support, enabled us to succeed. We chose Guidewire to help us raise claims settlement quality, gain visibility and consistency in our settlement processes, and reduce our operating costs across our regions. Guidewire has not disappointed us; the benefits we are seeing with ClaimCenter increase with each roll-out we do. We have centralised all non-client-facing operations which allow shared services to be efficiently performed and managed and cost effectively executed. This now enables our appraisers, adjusters and field staff to focus on providing the best possible service to our clients. Rosgosstrakh is leveraging modern, proven technology to transform our operations. We chose ClaimCenter as it enables us to use common processes and a single core system across all our claims offices and provide the best service to our clients.
    Ekaterina Gelfand, Deputy Chief - Claims Settlement Department, Rosgosstrakh

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