ServiceNow and Guidewire collaborate to improve insurance experiences

  • Financial Services
  • About ServiceNow
  • 2023
  • Tammi Shapiro
June 21, 2023

improve insurance experiences: insurance agent examining damage to a car

Insurance companies need to provide exceptional customer experiences. This has been a priority for years. However, insurance teams continue to be bogged down by manual processes and siloed point solutions. Companies need intelligent and connected solutions that streamline processes, improve operational efficiency, and enable easy, empathetic experiences.

That’s why I’m excited to announce a powerful new integration between ServiceNow Financial Services Operations and Guidewire InsuranceSuite on Guidewire Cloud to improve insurance experiences. Available today in the ServiceNow Store, the integration extends Guidewire Cloud capabilities for claims, policy servicing, and underwriting to the Now Platform®.

ServiceNow and Guidewire PartnerConnect Solution Access

Insurance companies can now optimize their claims and other high-impact processes by creating repeatable, automated experiences for handling exceptions that would otherwise result in outsized costs and longer resolution times. Carriers can also use prebuilt insurance process workflows, insurance agent workspaces, dashboards, and process mining capabilities already available in ServiceNow to get to value even faster.

The integration enables the real-time, bidirectional exchange of data related to claims, policyholders, and more. It helps ensure those working in underwriting, claims, and customer service have the most up-to-date information in one place—so they can work seamlessly with minimal disruption.

Powering better customer experiences with AI

In the latest EY Tech Horizon survey of chief information officers in the insurance industry, respondents said “meeting changing customer demands” and “improving the quality of products and services” are the top priorities driving their digital transformation. 

The ServiceNow spoke for Guidewire integration is an important step toward enabling productivity and delivering superior customer experiences. It brings together Guidewire’s deep insurance expertise with ServiceNow to create an integrated, intelligent platform for end-to-end digital transformation.

With ServiceNow and Guidewire InsuranceSuite on Guidewire Cloud, customers can:

  • Drive efficiency with AI and automation: Intelligent engagement, document processing, and case routing tools will offer tailored recommendations, automate data extraction from documents, and accurately send cases to the right teams. AI and process mining will continuously improve how work gets done.

  • Power cross-functional workflows: ServiceNow connects teams (including litigation, field service, and special investigative unit departments) and systems across the enterprise on a unified platform, giving stakeholders real-time access to claim progress, status updates, and vital policy and coverage details.

  • Transform processes: Insurance companies will be able to use ServiceNow low-code tools to implement new solutions where they see business value—from setting up claims to managing reserves and payments and even refining approval processes.

  • Provide omnichannel customer experiences: Through ServiceNow’s native engagement channels and more than 1,000 integrations, insurers can engage with customers and distribution partners on the channels of their choice. Information captured from these conversations is automatically uploaded into Guidewire so that insurers have the data and information they need in one place.

The integration between ServiceNow and Guidewire offers a promising solution to improve cost and time efficiency, reduce resolution times, and ultimately foster greater satisfaction among customers and employees.

Igniting efficiency

From ongoing conversations with the Guidewire team and customers, it’s abundantly clear insurers need solutions that enable superior customer experiences during the moments that matter most. I’m thrilled that we can provide this experience with Guidewire.

As business and customer needs evolve, ServiceNow and Guidewire are on a mission to make the world work better for everyone. This new integration will help insurance companies adapt quickly and deliver truly connected experiences. It complements the work we’ve been doing throughout the years to support the entire financial services sector—from insurance to banking to wealth management.

“Insurance carriers greatly rely on easy access to data within claims and policy administration systems to enhance customer and employee experiences,” says Karlyn Carnahan, head of the insurance practice for North America at Celent. “Smooth integrations play a vital role in enabling real-time, two-way data exchange and consolidating up-to-date information for underwriting, claims, and policy servicing,” she adds.

“Additionally, the growing capabilities of low-code tools empower carriers to efficiently and quickly implement other third-party digital insurance solutions. The integration between ServiceNow and Guidewire offers a promising solution to improve cost and time efficiency, reduce resolution times, and ultimately foster greater satisfaction among customers and employees.”

The ServiceNow and Guidewire integration is available today in the ServiceNow Store.

Find out more about how ServiceNow Financial Service Operations helps organizations deliver great experiences, build resilient operations, and accelerate transformation.

Forward‑looking statements

This blog contains “forward‑looking statements” about the expectations, beliefs, plans, and intentions relating to the partnership to integrate ServiceNow Financial Services Operations and Guidewire Cloud. Such statements include statements regarding future product capabilities and expected benefits to ServiceNow. Forward‑looking statements are subject to known and unknown risks and uncertainties and are based on potentially inaccurate assumptions that could cause actual results to differ materially from those expected or implied by the forward‑looking statements. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, ServiceNow’s results could differ materially from the results expressed or implied by the forward‑looking statements made. ServiceNow undertakes no obligation, and does not intend, to update the forward‑looking statements. Factors that may cause actual results to differ materially from those in any forward‑looking statements include: (i) delays and unexpected difficulties and expenses in executing the partnership or integration and (ii) uncertainty as to whether sales will justify the partnership or investment in the integration. Further information on factors that could affect ServiceNow’s financial and other results is included in the filings ServiceNow makes with the Securities and Exchange Commission from time to time.

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