Case Study: Zurich Insurance achieves streamlined claims operations and improved customer satisfaction with Guidewire ClaimCenter

Zurich UK Launches Claims Transformation with Guidewire

Zurich UK, the general insurance arm of Zurich Insurance Group, faced operational strain from a patchwork of legacy systems accumulated through growth and acquisition. Claims handlers were working across 10 different systems, rekeying data and following inconsistent workflows, which slowed processing and limited time spent with customers.

Zurich selected Guidewire ClaimCenter and delivered an on-time, on-budget implementation with partners, replacing the disparate systems with a single, integrated claims platform. Within 10 months it reduced FNOL cycle times, cut leakage, improved fraud detection, streamlined supplier management, boosted employee productivity and satisfaction, and raised customer satisfaction—exceeding the original benefits case and becoming a model for future programs.

Zurich Insurance

Lindsay Crennell

Business Programme Manager