It Started With One Frustrating Phone Call
Back in 2016, my insurance policy was up for renewal, and I had a quick question about coverage. I figured I could get it answered while driving to the bank. An hour and thirty-five minutes later, I was still on hold.
That moment stuck with me. How could finding one answer take this long? It made me wonder if this was a one-off issue or something deeper across the industry. As I dug in, I realized frontline staff were juggling five or six different systems just to find one answer. They were searching through PDFs, shared drives, and internal portals, all while trying to help customers quickly.
I knew there had to be a better way.
From Information Overload to Instant Answers
When I started ProNavigator, my goal was to make it easy for insurance professionals to find answers without the endless searching. To do this, we built an AI-enabled knowledge platform to organize and surface information that’s usually scattered across systems, drives, and documents. Whether it’s an underwriting guideline, a coverage wording, or a claims procedure, it pulls everything into one place where it’s easy to find and keep up to date.
That kind of instant access really changes the way teams work. It shortens call times, cuts down on escalations, and keeps decisions consistent. Instead of relying on a few experts to handle the toughest questions, everyone can get to the right information quickly and trust it’s accurate. The result is faster service for customers, smoother onboarding, and employees who feel supported and confident from day one.
Bringing Knowledge Into the Flow of Work
As more insurers adopted the platform, we saw how powerful it could be to have that same information show up in the tools they already use every day. That’s what led to our integration with Guidewire.
Now, insurance professionals can get the information they need without ever leaving PolicyCenter or ClaimCenter. No jumping between systems or digging through folders. As someone moves through a policy, selects a product, or reviews a claim, the integration surfaces what’s relevant in that moment.
We also made it easy for teams to share feedback. If something’s missing or unclear, they can flag it on the spot. Over time, this helps leaders see what people are searching for most and also keeps the information everyone relies on up to date. It’s a simple loop that keeps improving knowledge every day, turning what used to be a hunt across portals and drives into one connected workspace.
A Partnership Built on Shared Purpose
Our journey with Guidewire started through the InsurTech Vanguards program, our first real introduction to the Guidewire ecosystem. I still remember attending the Vanguard Pitch event in Las Vegas and being struck by how open and collaborative the community was. Startups, insurers, and partners were all coming together to help the industry evolve.
That spirit stuck with me. Not long after, we became a Guidewire partner and launched integrations through the Guidewire Marketplace. Partnering with Guidewire felt like a natural next step. It gave us a way to grow what we’d started and bring that value to more insurers on a larger scale.
When people have the knowledge and confidence to do their jobs well, everything else falls into place. Customers feel it, teams feel it, and the industry grows stronger because of it. That’s the kind of progress we set out to create, and we’re only getting started.
This blog is inspired by a conversation between Brian Desmond, CMO, Guidewire and Joseph D’Souza, Founder and CEO, ProNavigator. Check out the full conversation here.
Listen to additional Guidewire Conversations here.