Meet Trillium Mutual Insurance

Business Benefits

• Eliminated workflow disruption by embedding insurance manuals and guidelines directly within Guidewire core applications
• Improved broker experience by reducing response times for complex coverage questions from minutes to seconds
• Reduced inquiry escalation to team leads, empowering frontline staff to find accurate answers independently
• Optimized training programs by using AI engagement analytics to identify specific knowledge gaps across the organization

The Story

Founded in 2004 through the merger of two long-standing mutuals, Trillium Mutual Insurance is a member-owned insurer dedicated to protecting farm and community lifestyles across rural Ontario. Headquartered in Listowel, they have built a reputation for deep community roots and specialized expertise in the farm and rural business sectors. To uphold their mission of exceptional service, Trillium recognized early on that they needed a robust technical foundation.

Trillium’s journey with Guidewire began with a major conversion project to implement InsuranceSuite as their core platform. Kendra Dick, Manager of Projects & Insurance Applications, who has been with Trillium for nine years, served as the Project Manager for that initial Guidewire conversion. Under her leadership, the company successfully consolidated its operations onto PolicyCenter, ClaimCenter, and BillingCenter. "Since that implementation, our goal has been to ensure we aren't just using the system, but truly maximizing our Guidewire investment to drive automation," said Dick.

While the core systems provided a powerful engine for the business, staff still faced a hurdle: They had to navigate an external, static extranet to find policy wordings and underwriting guidelines. Seeking a way to introduce AI in a measured, low-risk way, Trillium discovered ProNavigator at the 2024 Guidewire Connections conference, where it was featured as an Insurtech Vanguard. Trillium became a ProNavigator customer in early 2025, and, in October 2025, Guidewire announced the acquisition of ProNavigator.

Trillium soon became the first insurer to use ProNavigator by Guidewire fully integrated within Guidewire InsuranceSuite. The impact was immediate. By branding the tool as "The Expert," Trillium gave its team a central hub for organizational knowledge. "An underwriter can now confidently confirm coverage parameters during a call with a broker without having to research and follow up later," Dick noted. "It has quickly become our favorite tool because it makes it faster and easier to find accurate, up-to-date information without ever leaving the Guidewire environment."

Beyond immediate answers, Trillium uses ProNavigator by Guidewire’s monthly analytics to drive continuous improvement. By monitoring engagement and analyzing the types of questions being asked, the company can pinpoint areas where manuals need clarification or where staff require additional mentoring. This proactive approach ensures that Trillium isn't just using a new tool—they are building a more knowledgeable, efficient organization that is better equipped to serve its members.