Case Study: The General achieves faster, lower‑cost claims payments with Guidewire ClaimCenter and InsurPay

The General Improves the Claims Payment Experience

The General, a Nashville‑based direct‑to‑consumer personal auto insurer, wanted to improve its nationwide claims payment experience and cut costs. Although it had implemented Guidewire ClaimCenter to manage claims, its check‑based payment process was slow, inefficient, generated waste, and didn’t meet customer expectations.

The company integrated InsurPay with ClaimCenter using a Ready for Guidewire accelerator, going live in about 12 weeks to offer electronic payments (ACH/direct deposit), prepaid cards, and traditional checks from any device. The change cut issue‑to‑receipt cycle time by nearly five business days, is projected to move 60% of payments off paper in 2019, saved more than $1M annually in processing time and costs, and significantly improved customer and vendor payment experiences.

The General

Molly Cook

Director of Claims