Case Study: icare achieves customer-centric digital transformation with Guidewire InsurancePlatform and Guidewire Cloud

icare Realizes Customer-Centric Vision with Guidewire InsurancePlatform and Guidewire Cloud

icare (Insurance and Care for NSW) is a large Australian workers’ compensation insurer that was created in 2015 to serve roughly four million employees across 310,000 organisations and protect about $184 billion in state assets. Early on the organisation relied on outsourced agents’ systems and processes, which prevented it from delivering the “anytime, anywhere” digital, customer‑centric experience and scalability it had planned.

icare implemented Guidewire InsurancePlatform (PolicyCenter, BillingCenter and ClaimCenter) and migrated to cloud operations (initially AWS, then Guidewire Cloud), enabling faster provisioning, tighter integrations and use of analytics and machine learning for triage and automation. The change improved customer experience and operational performance—Net Promoter Score rose from –17 to +24 in three years, claims and panel wait times fell dramatically (e.g., Lifetime Care decisions from two weeks to one day), and the transformation is on track to deliver more than $300 million in annual operating savings and over $1 billion in lifetime savings.

icare

Rob Craig

Chief Operating Officer