You’ve been hearing about TWIA’s move to an improved claims system. The implementation of that system, Claims Center, is getting closer, and we want to ensure you’re caught up on all the ins and outs of the project and what the system will offer agents.

The first question we want to answer is, why Guidewire Claims Center for TWIA?

TWIA expects to speed up and improve the claims process for policyholders, create better ways to communicate for all parties to a claim, and provide access to more accurate information for our agents and policyholders, as well as for us at TWIA.

You’ll experience the following when we move to the new system:

·         User-Friendly – The modern, user-friendly system is designed to collect appropriate claim information, provide easy access to policyholder claim information for agents, and help us communicate better and respond to claims faster than ever. 

·         Better FNOL – Agents, policyholders, and the TWIA call center will all be guided through the same FNOL process.  A new policy search capability will allow for multiple criteria to be used to locate the correct policy for the claim being reported.  Much of the required claim information will be automatically pre-filled from the policy associated with the claim.  Agents will only be prompted to provide additional data needed to create the new claim quickly and efficiently. This will cut down on extra key strokes and frustration for everyone while still allowing for flexibility where a claim has unique agent or policyholder needs.

·         Improved Productivity – The system provides the opportunity for agents to save time and labor when reporting losses directly to TWIA while also providing the flexibility to utilize other available options, including directing  policyholders to online self-reporting, or by calling the TWIA call center.

·         CAT Claims Management – During high volume claim events, the system gives both TWIA and the agent ways to scale up production and ensure there is not a gap in service for the policyholder.

To make sure we incorporate as many features as possible to help you, we’ve been collecting agent feedback via the Agent Technical Group. In coming weeks and months, you will receive additional information about implementation.

If you have questions about the impacts of this project, please message communicationsmail@twia.org for more information.