Case Study: RACQ Insurance achieves faster, higher-quality member service and streamlined operations with Guidewire

RACQ Insurance - Customer Case Study

RACQ Insurance, a wholly owned subsidiary of the Royal Automobile Club of Queensland, provides motor, household, pleasure‑craft and compulsory third party cover to over 1.7 million policyholders across Queensland and northern New South Wales. Facing the need to deliver faster, more consistent member service and streamline transactional processes across all lines and territories, RACQ sought a solution that would improve efficiency, reduce training time and support higher service and sales levels.

RACQ executed a “big bang” rollout of Guidewire PolicyCenter and BillingCenter across all lines and territories (1,300 PolicyCenter users, 500 of whom also use BillingCenter) and expanded its use of Guidewire ClaimCenter for Motor Liability. The deployment delivered high staff satisfaction, faster service and sales enablement, reduced training time due to technology familiarity, and a platform that supports enhanced web and contact‑center service for members.

RACQ Insurance

Bradley Heath

Chief Executive Office