Understand Policyholders’ Claim Experiences with Medallia’s New Guidewire Marketplace App

Guidewire and Medallia announced that Medallia’s new Ready for Guidewire validated accelerator for ClaimCenter is now available in the Guidewire Marketplace.

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“This integration empowers insurers to uncover, analyze, and report meaningful business intelligence.”

Insurers know customer satisfaction with the claims experience is inextricably linked to retention and building a positive brand reputation that can attract new policyholders. Medallia’s platform enables insurers to gather feedback from claimants in near real-time throughout the claims process. With easy access to Voice of the Customer (VoC) insights, insurers can identify, assess, and quickly act to improve their policyholders’ experience.

Medallia’s accelerator for Guidewire ClaimCenter allows insurers to collect data across significant moments during the claims process, including First Notice of Loss (FNOL). The technology enables survey invitations to be sent, allows feedback and sentiment data to be viewed, and facilitates follow-up on policyholder input within ClaimCenter.

Medallia’s accelerator enables insurers to:

• Securely store policyholder feedback within ClaimCenter and sync input from Medallia to Guidewire for a 360-degree view of the policyholder’s experience;
• Alert claims handlers and agents when they need to address issues with individual policyholders; and
• Understand systemic issues to improve the claims experience and enable claims management to make informed decisions on service delivery.

The solution allows ClaimCenter policy and claims data to be populated in Medallia Experience Cloud to provide analytics and customer segmentation. The real-time, secure API-based integration enables policyholder data to be stored and accessed within ClaimCenter.

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“By capturing policyholders’ feedback throughout the claims journey, insurers can bring together multiple data points and have a unified view of their customer,” said Chris Collins, Vice President and General Manager of Medallia’s Financial Services and Insurance Industry Practice. “With these valuable customer insights, they can quickly evaluate and take action in the moments that matter most.”

“C************** to Medallia on the release of its accelerator for ClaimCenter, providing an interactive tool to gain a deeper understanding of the customer experience,” said Becky Mattick, Vice President, Global Solution Alliances, Guidewire. “This integration empowers insurers to uncover, analyze, and report meaningful business intelligence.”

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