Toronto, ON (May 13, 2022) – Gore Mutual was founded 28 years before Canada was even born. Ever since the company wrote its first policy in 1839, Gore Mutual has adapted to the forces that have shaped the country to protect people, businesses, and communities. In 2019, the company decided that in order to continue with this mission, it needed to focus its teams much more powerfully on their customers and brokers and provide the best possible experience they could offer.
If Gore Mutual wanted to keep up with the market and ever-advancing customer demands, a radical and accelerated strategic transformation was necessary. This transformation was set out to grow 10x to become a nationally recognized carrier and break the top-10 list. To start this 10-year journey, the first three years would be focused on the following:
- Implementing Guidewire InsuranceSuite (PolicyCenter, ClaimCenter, and BillingCenter) across all lines of business:
- Personal Auto & IRCA: June 2020 – June 2021
- Personal Property: April 2021 – November 2021
- Commercial Auto & Property: Late 2022
- Capitalize on the technology investment by redesigning Gore Mutual’s business processes to leverage the power/scale of cloud technology and focus on exceptional service for the company’s brokers and customers.
In architecting their path forward with Guidewire, the company outlined several areas of key differentiation to be achieved through the program:
- Streamlined underwriting and policy administration, with integration across broker management systems (BMS) and quote vendors, supporting real-time quote, bind, and policy issuance.
- Billing automation such as equalized payments and easy-to-understand billing statements.
- Real-time access to claims information and vendor partner integration.
- Using analytics to empower the company’s teams with the information they need when they need it to provide world-class customer service.
- Build a best-in-class customer service experience by using new technology like Amazon Connect to significantly speed up response times – tracking within seconds to help understand and adjust to customers’ expectations.
A clear mission statement and strategy focus upfront enabled Gore Mutual to have a very focused execution plan. Coupled with deep and continuous involvement from senior leadership, the program was able to keep the teams laser-focused on the desired business outcomes while adapting to challenges along the way. Strong alignment and commitment of the individual team members working between Gore Mutual, Guidewire, and Deloitte drove the day-to-day collaboration that enabled the program to remain on-track even when encountering unexpected obstacles and challenges.
Impact of the New System
Gore Mutual streamlined process flow for brokers, achieving 100% connectivity to broker systems and fast and consistent real-time quoting for brokers, with sub-second response times for over 95% of transactions. Time to quote decreased from several hours to under 10 seconds. Straight-through processing to quote, bind, and issue increased by 90%. Only a few months after core system transformation, Gore Mutual was adding significant volume in new business each month.
Guidewire (NYSE: GWRE) Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than 450 insurers, from new ventures to the largest and most complex in the world, run on Guidewire. As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with 1,000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of applications that accelerate integration, localization, and innovation. For more information, please visit www.guidewire.com.
Deloitte provides audit and assurance, consulting, financial advisory, risk advisory, tax, and related services to public and private clients spanning multiple industries. Deloitte serves four out of five Fortune Global 500® companies through a globally connected network of member firms in more than 150 countries and territories bringing world-class capabilities, insights, and service to address clients’ most complex business challenges. Deloitte LLP, an Ontario limited liability partnership, is the Canadian member firm of Deloitte Touche Tohmatsu Limited. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms.
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Learn more about Deloitte and its approximately 330,000 people worldwide, over 11,000 of whom are part of the Canadian firm, at www.deloitte.com.
About Gore Mutual
Built on a foundation of financial strength for more than 180 years, Gore Mutual Insurance Company is one of Canada’s first property and casualty insurance companies. Based in Cambridge, Ontario, we are a Canadian mutual company, with more than 500 employees focused on delivering outstanding insurance products and services to customers. In 2019, we launched our Next Horizon strategy—a 10-year plan—to transform Gore Mutual from a mid-size regional carrier to a national-scale insurer with an investment of $50 million over three years invested in talent and technology. We continue to strengthen Canadian communities through the Gore Mutual Foundation. Over the past 22 years, we have donated more than $10 million to over 790 charities. Learn more at goremutual.ca.
SOURCE: Gore Mutual Insurance CompanyTags: Cloud, Deloitte, Gore Mutual, Guidewire, ICTA nomination, strategy