If you’ve ever watched an underwriter search for an answer while a broker waits on the phone, you know the moment. Everyone is waiting, and the clock is ticking.
At Trillium Mutual Insurance, our teams often had to search an external site to find policy guidelines or procedures. Even when the information existed, locating the right section in a manual could take 10 to 15 minutes. When you’re supporting brokers or helping members, that delay slows everything down.
We wanted a way to surface accurate information quickly so our teams could focus on helping people instead of digging through documents. At the same time, we were looking to introduce AI in a measured, low-risk way that could deliver value at a small scale.
I recently spoke with Guidewire CMO, Brian Desmond, about how we’re addressing that challenge using ProNavigator by Guidewire.
How ProNavigator by Guidewire Came onto Our Radar
Our journey with ProNavigator by Guidewire began when our underwriting manager met the team at a CAMIC conference and shared the opportunity internally. Around the same time, I learned more about the company at Guidewire Connections 2024, where it was featured as an Insurtech Vanguard.
ProNavigator by Guidewire’s purpose aligned closely with our goals around workflow optimization and helping our teams focus on higher-value work. We became a customer in February 2025.
Bringing Knowledge Directly into the Workflow
Today, ProNavigator by Guidewire is embedded directly within Guidewire through an expert widget used by our frontline staff.
Underwriters, claims adjusters, and even our finance team can ask a question and receive a summarized answer sourced directly from our manuals and procedures, without leaving the workflow.
For example, an underwriter received a call from a broker asking about eligibility and wording for a specific water coverage situation. The broker needed confirmation quickly because the insured was sitting in their office waiting for the quote.
Using the ProNavigator by Guidewire widget inside PolicyCenter, the underwriter asked about exclusions related to water protection coverage. The tool quickly returned an answer based on the relevant policy wording and binding guidelines.
Instead of putting the broker on hold or calling back later, the underwriter confirmed the coverage parameters during the same call, and the broker completed the quote immediately.
How We Track Success
To measure success, we focus on monitoring engagement with the widget. Our internal baseline is around 300 questions per month, and we receive a monthly analytics report from ProNavigator by Guidewire that shows how the tool is being used across the organization.
The report includes the total number of questions, examples of what users are asking, usage by line of business, and feedback submitted through the widget. Those insights help us identify opportunities for additional training or areas where our documentation may need improvement.
User feedback has also helped improve the tool itself. For example, we asked for manuals to always appear as a source document, and ProNavigator by Guidewire incorporated that change.
Our New Favorite Tool
For us, ProNavigator by Guidewire has been a practical way to bring knowledge directly into the workflow while introducing AI in a way that delivers immediate value for our teams.
Today, it’s safe to say it’s become everyone’s new favorite tool.
This blog is inspired by a conversation between Brian Desmond, CMO of Guidewire, and Kendra Dick, Manager of Projects and Insurance Applications at Trillium Mutual Insurance. Check out the full conversation here.
How Trillium Mutual Finds Policy Answers in Seconds with ProNavigator by Guidewire
Listen to additional Guidewire Conversations here.