Case Study: Insurance Corporation of British Columbia achieves faster, more efficient online claims and 80%+ customer satisfaction with Guidewire CustomerEngage

Insurance Corporation of British Columbia Transforms the Online Claims Experience

Insurance Corporation of British Columbia (ICBC), the sole provider of basic auto insurance in British Columbia serving more than 2.6 million policyholders and handling over 900,000 claims a year, faced rising claim severity, seasonal winter spikes and long call‑center wait times—creating operational strain and higher customer expectations for a seamless digital claims experience.

ICBC partnered with Guidewire to launch an online claims capability powered by CustomerEngage integrated with ClaimCenter and PolicyCenter, using an MVP test‑and‑learn approach. The digital channel reduced data errors, enabled cross‑channel continuity, eased peak call‑center demand and improved throughput—delivering 19% of FNOL online, 56% online status checks and customer satisfaction scores above 80%, along with better scalability and efficiency.

Insurance Corporation of British Columbia

Kellee Irwin

Vice President, Insurance and Driver Licensing (acting)