Integrations
Guidewire
How your agents take first notice of loss into ClaimCenter, answer from the policy in PolicyCenter, attach claim documents and handle renewals, with claims decisions left to your team.
If your insurance operations run on Guidewire, your agents work with the same records your teams use: policies in PolicyCenter, claims in ClaimCenter and billing in BillingCenter. A policyholder reporting a loss at midnight has a complete first notice of loss (FNOL: the first report of a claim) written into ClaimCenter as a structured record. Questions about cover are answered from the policyholder's actual policy, and claim status is read live. The connection is configured during implementation for the lines of business and claim types you choose.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Take a first notice of loss | The right questions for the claim type, in the order your process requires, written into ClaimCenter as a structured record | A home water damage claim logged at 11pm, with the cause, rooms affected and emergency steps taken |
| Tell policyholders where their claim has got to | The question claims teams hear most is answered from the live claim | "An assessor has been assigned and will contact you by Thursday" |
| Explain cover from the actual policy | Cover, excess (the part of a claim the policyholder pays) and exclusions come from the policy record and approved wordings | Whether a policy covers a courtesy car, and the excess that applies |
| Attach documents to the claim | Photos, reports and invoices sent on WhatsApp, email or the web are attached to the claim record | A police report and four photos attached to a motor claim |
| Handle renewals | Reminders and questions about the renewal, using your renewal and billing data | A policyholder asking why the renewal premium has changed |
The agent never assesses liability, sets settlement amounts, or approves or declines a claim. Those actions are not exposed to the agent at all, so no conversation can reach them. See Decision boundaries.
How it connects
The agent connects through Guidewire's standard APIs (application programming interfaces: the documented ways other software exchanges data with it), whether your Guidewire applications run in Guidewire's cloud service or in an environment your organisation hosts. It uses a dedicated integration account that your Guidewire administrators create and control, with access limited to the actions in the table below. The credentials are stored encrypted in your deployment, and every call travels over TLS (Transport Layer Security, the standard encryption for data in transit) version 1.2 or higher.
The connection runs from your deployment in your chosen region. The question flow for each claim type, and how its answers map to ClaimCenter fields, is agreed with your claims team during implementation.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read policies and coverage | Answering questions about cover | Only for policyholders who pass the identity check you set |
| Read claims | Answering questions about claim status | Only for the claimant's own claims, after the identity check |
| Create claims | Taking first notice of loss | For the lines of business and claim types you choose |
| Add documents and notes to claims | Collecting claim documents | Granted for claims the agent can read |
| Read billing and renewal details | Renewal conversations | Only if renewals are in scope |
| Assess liability, set settlement amounts, approve or decline claims | Not available | Not exposed to the agent |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. Every lookup and write is logged in the audit trail. See Permissions.
In practice
Wadi Assurance, a home and motor insurer, runs its claims in ClaimCenter.
- At 11pm, Sami calls to report water pouring through his kitchen ceiling from the flat above.
- The agent checks he is safe and has turned off the water, confirms his identity, and reads his home policy, including the excess for escape of water.
- It asks the insurer's escape of water questions in order, creates the claim in ClaimCenter and gives him the claim reference.
- It sends him a WhatsApp message asking for photos. When they arrive, they are attached to the claim.
- A week later, Sami asks whether the claim will be paid. The agent tells him the claim's current status and that the decision rests with the claims team, and offers to pass on any question for his handler.
Related
- Insurance integrationsIntegrations
- InsuranceIndustry guides
- Decision boundariesGovernance and control
- PermissionsIntegrations
- Handover to your teamAgents
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