„The end goal with JDP is to drive better experiences for our customers. It allows us to build, effectively, what we need for our customers without being constrained by persona, giving us far more flexibility to address customer problems and pain points."
Greg Morreale, VP of Core Insurance Platforms, WSIB
WSIB
The Workplace Safety and Insurance Board (WSIB) has served Ontario for more than a century, providing workers’ compensation insurance to more than 300,000 employers and processing approximately 200,000 claims annually.
As a government agency, WSIB historically relied on slow, legacy paper-based workflows such as phone, fax, and mail. Because these manual, transactional processes struggled to keep pace with modern digital expectations, WSIB initiated a comprehensive core modernization strategy to ensure total continuity of service and move operations firmly into the 21st century.
In 2020, WSIB began its journey with Guidewire, migrating from on-premises systems to Guidewire Cloud, establishing a modern digital architecture. With Guidewire Cloud, WSIB saw an opportunity with Jutro Digital Platform (JDP).
“We knew we would be able to drive a better customer experience with JDP and could build whatever we needed for our customers and not be constrained by persona,” noted Greg Morreale, VP of Core Insurance Platforms. “JDP gives us more flexibility to address customer problems and pain points, and build solutions our customers are looking for.”
WSIB leveraged this flexibility to launch an automated New Business Employer Registration solution integrated directly with PolicyCenter. "The whole goal was to get as many customers in, get an account, get a policy, and then open up the door to our other services," explained Morreale. "Systematically, we're handling it front end to back end. Our SLA times have come way down on the business side because we don't have to touch everything".
The digital shift delivered immediate operational relief. By moving routine workflows online, WSIB achieved a 90% digital adoption rate among employers, driving a 20% reduction in phone inquiries. Technical tasks that previously took ten minutes are now resolved in just two minutes using the new platform tooling.
While these front-end digital wins completely transformed WSIB’s customer entry points, the organization’s modernization strategy extended far deeper into the core of injury management. Rather than simply implementing software, WSIB partnered with Guidewire to redefine how the entire industry handles claims. Working hand-in-hand, WSIB helped shape new, cloud-native ClaimCenter capabilities that reflect its proven operating model so they can be adopted by carriers globally. Key co-innovated benefits include:
WSIB has plans to continue to lead the future of innovation in the workers’ compensation industry. Building upon the insurer's cloud foundation, WSIB is transitioning into advanced predictive capabilities by embedding artificial intelligence directly into core core systems. “Workers' comp sits on millions of data points,” noted Gavin Pokan, Chief Operating Officer. "The next step is using that data better and bringing in the right AI tools to help us make smarter decisions, shape stronger recovery pathways, and build on the work we’ve already done through co-innovation.”
WSIB utilizes GenAI to target "invisible moments" like claim summaries and correspondence triage, driving an accelerated "speed to lead" that moves case managers directly into critical thinking. "More broadly, I think GenAI is most useful right now as a co-pilot," noted Pokan. "It can take a lot of the heavy lifting out of documentation and triage, but you still want people involved to make sure it’s accurate, complete, and fair." This co-pilot approach achieved a 29% reduction in time to claims decisions and a 51% reduction in time to case management, while securing $3.7M in benefit payment savings in under a year.
Ultimately, this automation shifts WSIB from reactive loss transfer to predictive loss control. "GenAI is helping us get away from a one-size-fits-all approach and move toward predictive prevention, so we can tailor interventions and reach customers earlier, often before an injury turns into a claim," highlighted Pokan. By scanning the broader risk universe for early signals of emerging hazards like climate-related risks or occupational diseases, WSIB can act sooner, establishing a proactive service delivery model that benefits the wider insurance market.
