ICBC implements new claims portal

Published: July 28, 2017

Updated: July 24, 2018

Author: Luke Jones



Guidewire Software and the Insurance Corporation of British Columbia (ICBC) has announced a collaboration that the Guidewire Claim Portal is now live in British Columbia. The new claims portal is available now and will integrate into the public insurer’s existing systems.

“We congratulate ICBC on its successful Claim Portal for Policyholders deployment,” Guidewire Software chief delivery officer Mike Polelle said in the statement. “We applaud its commitment to providing its customers with consistent quality service and are honoured to help it continue to adapt and succeed in the rapidly-changing insurance industry marketplace.”

ICBC selected Guidewire’s software platform to manage its claims experience for customers. The insurance company is now replacing its older portal with the new system. Policyholders can now input claims information directly into Guidewire ClaimCenter, which ICBC has been using since 2013.

ICBC says it has rolled out Claim Portal for Policyholders to its non-fleet personal and auto insurance customers in British Columbia.

“The prospect of a quick initial deployment thanks to our previous Guidewire ClaimCenter® investment made the selection of Claim Portal for Policyholders an attractive and natural solution for us,” said ICBC chief information and technology officer Gary Eastwood.

“By focusing on a primarily out-of-the-box implementation approach, with only minor customization for appearance and style templates, we experienced a smooth implementation and were able to complete the project on time and on budget.”

“Our Claim Portal for Policyholders implementation has gone smoothly, and customer and employee feedback has been very positive,” commented ICBC vice-president of Claims and Driver Licensing Operations Kathy Parslow. “We are excited about the benefits this new portal will bring for years to come.”

“We are honored to play a role in the development of ICBC’s policyholder claims portal, to support ICBC’s customer satisfaction and growth goals,” Ernst & Young LLP principal David Connolly stated. “We look forward to continuing to work with ICBC as it moves its claims processes into the future.”