Case Study: Guild Insurance Limited improves customer loyalty and speeds claims response with Guidewire Live (Guidewire)

Australian Insurer Uses Guidewire Live to Build Customer Loyalty and Improve Internal Processes

Guild Insurance, founded in 1963 to serve Australian pharmacists, has grown into a leading provider of general insurance for the allied health sector. When Cyclone Ita was forecast to hit Queensland with only 48 hours’ notice, the company faced a major challenge: its previous method of using postal-code lists was slow and imprecise, making it difficult to identify which policyholders would be affected and to organize an effective response.

Using Guidewire Live, Guild mapped policy locations against the storm’s expected path and ran rapid “what-if” scenarios to pinpoint at-risk customers. The company pre-notified and guided policyholders, pre-assigned field adjusters and regional suppliers, and then tracked incoming claims in real time, enabling faster, better-prepared claims handling and stronger customer communications — improving response efficiency and customer confidence.

Guild Insurance Limited

Allison Prince

Head of Claims