CLIENT OVERVIEW
The insurer is a midsize super-regional carrier that offers auto, property, life, crop, farm, and business coverage. In operation for 100 years, the insurer is headquartered in the Midwest and supports commercial lines policyholders in nearly 20 states.
BUSINESS CHALLENGE
As part of its business strategy, the insurer wanted to expand its commercial lines presence to match its robust personal lines market share. The client knew that driving this growth would require heavy investment in a better, more modern digital experience for agents, policyholders, and internal stakeholders.
With a heavy personal lines presence, the insurer wanted to make the move to selling commercial lines seamless for its captive agent base. In order to do that, the carrier decided to develop a modern, dedicated quote and bind portal for commercial lines that would improve the sales process for these additional products.
Since commercial lines are more complex than personal lines by nature, the client wanted to streamline workflows and focus on ease of use for its digital touchpoints. The goal was to deliver self-service options wherever possible, implement straight-through processing (STP) at a higher rate, deliver small commercial quotes in 8-10 minutes, and ensure policy issuance in mere hours for non-STP scenarios.
SOLUTION OFFERED
The client decided to take a platform-led approach to its digital experience goals. Since the insurer operates on Guidewire PolicyCenter, it made sense to leverage the capabilities of Guidewire Jutro Digital Platform (Jutro) to simplify necessary integration with the company’s nearly 50 third-party data providers to provide as much data pre-fill as possible.
After a vendor selection phase, ValueMomentum was chosen to collaborate on the implementation thanks to its strong Guidewire knowledge, deep insurance expertise, and a thorough roadmap for the implementation (including training on the newly released Jutro platform). Due to the criticality of digital experience for driving commercial lines growth, the project team built business outcomes directly into the program and tracked them throughout the implementation.
The insurer took a phased approach to rollout and experience development, going live with four lines of business in the first release. Since the Jutro platform was a newer feature, Guidewire took the lead for release one, while ValueMomentum led quality assurance (QA) efforts and invested in training its workforce on Jutro. After the successful go-live of the first release, ValueMomentum took over experience development for the second release. Leveraging an AI-led development approach powered by Github Copilot on top of Jutro’s capabilities, ValueMomentum was able to gain 30% efficiency across the development phase, which is slated for completion in August 2026.
The commercial lines modernization effort and digital experience creation with Jutro has helped the insurer reach nearly 17% STP for new business.
VALUE DELIVERED
The commercial lines modernization effort and digital experience creation with Jutro has helped the insurer improve both its experience and its operational efficiency, including reaching nearly 17% STP for new business. By six months after go-live of the first release, conversion renewals reached 80% STP; now they are at 92% STP.
Additionally, as part of this commercial lines effort the insurer decided to work with ValueMomentum for product rationalization, consolidating nearly 28 bundled endorsements down to seven core offerings. Each of these offerings will be supported by the digital experience created using Jutro, a shift that has created a scalable, secure foundation for enhanced agent and customer experience. This improved experience will play a pivotal role in helping the insurer drive its commercial lines expansion goals.
