WHAT IF THERE WAS A TOTAL END-TO-END P&C SOLUTION FOR POLICY, CLAIMS AND BILLING?

Solution brief Thunderhead.com AND GUIDEWIRE INTEGRATION WHAT IF THERE WAS A TOTAL END-TO-END P&C SOLUTION FOR POLICY, CLAIMS AND BILLING? CENTERS OF EXCELLENCE, OR ISOLATED SILOS? Historically, Property and Casualty insurers have viewed and managed investments in core business admin systems (policy, claims and billing) capabilities separate from outbound communication systems and processes. Over time this has created a critical gap between policy, claims and billing activities and the customer communications that complete these processes. UNDERSTANDING THE GAP As an example of the growing communication expectation gap, consider the impact poor claims experience can have on customer satisfaction (and ultimately revenue). In a recent J.D. Power and Associates customer survey, highly satisfied customers are very likely to renew and very willing to refer. The same cannot be said for customers reporting a medium level of satisfaction. By integrating customer communications with core administrative systems, the Thunderhead.com- Guidewire unified solution helps Property & Casualty insurers to increase customer and agent satisfaction, cut costs and reduce time to market. As a result, policies, claims correspondence and premium bills are often produced in isolation from the relevant transactions. The resulting gap drives up costs because of the high degree of manual effort needed to produce outbound communications. It reduces the carrier s ability to take advantage of multiple online and offline channels. And just as damaging in the long-term it creates an impersonal and frustrating customer experience which can impact customer loyalty. The survey noted that when claimants were asked what insurers could improve in the claims process, they most frequently cited communication. In fact, the survey pointed out the lowest rated customer attribute relating to an auto repair claim was claim professional kept me informed of claim progress. Clearly the gap between what customers expect and what they are getting with regards to communication is due in large part to the fact that the way customers and agents now communicate has changed rapidly and almost overnight. 2 In an industry where new customer acquisition costs average 17.5 of gross written premiums, increasing loyalty and customer retention rates can be a significant competitive advantage. 1 In fact, according to a Gartner survey of IT leaders in North America, customer retention is the top priority among property and casualty (P&C) insurers in 2012. This was ranked more important than customer acquisition and growing relationships with existing customers. 1 Source: World Insurance Report 2011 Capgemini 2 Source: North American P&C Insurers: Shifting Focus to Customer Retention, Core Systems Replacement and Technology Evolution Published: 13 March 2012, Gartner Analyst(s): Kimberly Harris-Ferrante

Solution brief THUNDERHEAD.COM AND GUIDEWIRE INTEGRATION Impact of Claims Satisfaction on Retention and Referrals Satisfaction Tier Proportions of claimants Retention-related Switched insurers Shop within year due to claim Definitely will renew Referral-related Definitely will recommend Made negative comments Total Loss Claims High Satisfaction (index 901-1000) 38 3 1 83 80 3 Medium Satisfaction (Index 551-900) 52 7 9 45 39 19 Among the Rest (Index 550 or less) 10 23 40 8 7 56 2011 Auto Claims Satisfaction Study, management Discussion, published by J.D. Power and Associates, 2011 WHAT IF YOU COULD CLOSE THE GAP? The answer is to integrate communications with core policy, claims and billing administrative systems. That s exactly what Thunderhead.com and Guidewire are doing; working in partnership to deliver a comprehensive solution that eliminates the gap, enabling a seamless flow from initial transaction to final communication. Thunderhead.com NOW already supports outbound communications in print, email, SMS, web and social media. The latest version of the innovative NOW software adds digital interactivity to its multi-channel capabilities, so customers can have personalized communications delivered in the channel of their choice and respond dynamically from any device PC, laptop, smartphone, tablet that supports a PDF reader or HTML. This allows a high degree of customer self-service, improving efficiency and driving down costs. And you can make it even easier for customers to engage with your organization, get the information they need and update basic information themselves such as address details with the use of interactive documents and forms Enable customers to quickly link to information via their mobile or tablet device through the addition of QR code support Overall, the joint solution combines Thunderhead.com s expertise in multichannel communications with Guidewire s industry-leading insurance systems. The result? A unified approach that delivers immediate productivity and efficiency benefits, and longer, stronger, more profitable customer relationships. The Guidewire and Thunderhead.com partnership was formed in 2009 as a basis for creating the most robust, complete and integrated end-to-end solution for P&C Insurers. Both companies recognize the importance of matching Guidewire s flexible modern and powerful insurance core system capabilities with Thunderhead.com s equally flexible and powerful customer and agent communication management capabilities to create a total end-to-end solution. Examining and addressing how customer and agent communications such as policies, bills, notices and correspondence must function now, and in the future, is an important and critical success factor to any core system modernization initiative.

Thunderhead.com and Guidewire are widely regarded as market leaders in their respective categories. Both systems are built using modern, open technology, SOA and XML capabilities. Within the last several years many P&C companies worldwide have adopted and implemented a joint Guidewire and Thunderhead.com solution as their future state platform to enhance customer satisfaction, cut costs and reduce time to market. With the integrated Guidewire and Thunderhead.com solution, insurers can extend operational excellence from initial product definition through to customer communications. HERE S HOW THE SOLUTION WORKS Guidewire InsuranceSuite or the Guidewire InsuranceSuite, Guidewire PolicyCenter and Guidewire BillingCenter solutions all provide a flexible, web-based platform for all P&C lines of business. Thunderhead.com and Guidewire provide an integrated approach that can deliver robust solutions for generating customer communications. The solution works by using values within the data to dynamically determine content, presentation and delivery method for each communication. Thunderhead.com provides a Content Management System, with instant access to customer data. This feeds in to the Thunderhead.com NOW platform to populate predesigned templates and forms, eliminating the need to create and manage thousands of templates. With the Thunderhead.com accelerator plugins, the Guidewire Insurance Suite can provide interactive as well as batch communications. Operators can add data with the Thunderhead.com Interview Suite, and review, edit and submit with Thunderhead.com Correspond Now. Archiving, and output by print or electronic media are supported, providing an effective solution to the need to create and deliver millions of complex communications in a single day. The solution works by using values within the data to dynamically determine content, presentation and delivery method for each communication. A data-driven approach automates correspondence in both on and offline channels, and eliminates the need to create and manage thousands of templates. And because it s business-user controlled, it significantly reduces reliance on scarce and expensive IT resources. So creating, managing and delivering highly targeted customer communications is as cost-effective and accurate as possible. OPEN STANDARDS Both the Guidewire and Thunderhead.com solutions have been developed on the same modern, standards-based technology foundation, leveraging Java, SOA and XML technologies. Both have been designed to leverage established insurance industry standards such as ACORD XML. As a result, the two work seamlessly together and can be readily integrated with other critical enterprise applications as needed. This adherence to open standards makes both Guidewire and Thunderhead.com easy choices for companies looking to modernize and future-proof their systems.

Solution brief THUNDERHEAD.COM AND GUIDEWIRE INTEGRATION GUIDEWIRE insurance suite The flexible Guidewire plugin architecture enables the integration of Guidewire and Thunderhead.com NOW to create a powerful, robust document production solution. Features include: Business-owned template authoring that incorporates structured business assembly rules to produce highly personalized and customized communications High volume delivery of content across multiple delivery channels via single source templates Automatic, event-driven or rules-driven production of standard documents Ad-hoc secure editing of generated documents using Thunderhead.com NOW Seamless integration between claims administration, document production, and document management WHAT S POSSIBLE? Deliver personalized communications quickly and efficiently, enhancing the quality of customer and agent relationships at lower cost Leverage multiple channels to reduce paper, printing and mailing costs while at the same time meeting customer and agent demand for greater communication choice Automatically create and populate correspondence with relevant information from administration systems, eliminating manual intervention Reuse templates and content across lines of business, channels, companies, languages and jurisdictions to dramatically drive down time and costs for creating and maintaining templates Rapidly take advantage of new business opportunities, comply with new regulations and respond to competitive threats with template authoring at the business level REALIZING THE BENEFITS The Thunderhead.com-Guidewire solution enables you to drive down costs, ramp up productivity and increase agent and customer satisfaction all in one go. REDUCED COSTS Unifying and automating the whole process cuts out time-consuming manual intervention. By enabling multi-channel delivery, it means that customers can have the information they need delivered in the channel of their choice. Effective communication can also reduce calls to the contact center though, if this is what the customer chooses, he or she will find the Customer Service Representatives much better informed, with rapid access to up to date information. Further, being able to satisfy customer preferences for online communications means reduced expenditure on printing and mailing a green bonus. FASTER TO MARKET In the fiercely competitive P&C insurance market, speed can be a real differentiator. Thunderhead.com can help by dramatically reducing the need for thousands of templates, and by giving control back to business users. Dependence on scarce and expensive IT resources is significantly reduced. And creating and managing relevant, high quality customer communications is in the hands of those closest to the customer. The same shift of focus that increases business agility also impacts on white labelling, where the content and template requirements are the same across different companies, but the output must reflect the particular brand.

INCREASED CUSTOMER AND AGENT SATISFACTION The higher the level of personalization, the higher the level of customer satisfaction. The Thunderhead.com-Guidewire solution delivers better, faster information with full multi-channel support, so customers and agents can use the time, place and device that suits them best. The Whole is Greater than the Sum of Its Parts Implementing the Thunderhead.com -Guidewire solution brings a number of other significant benefits: THE PROOF Together, Thunderhead.com and Guidewire are proud to count some of the world s leading P&C insurance companies as joint clients, including Liverpool Victoria, Missouri Employers Mutual, Unitrin/Kemper Auto, RBS, Liberty Mutual and Jewelers Mutual. We re helping to change the way they communicate with customers for the better from the way they bring customers onboard to how they manage relationships ongoing. Enhanced brand consistency across all communications, all channels Increased compliance change once, change everywhere capability means mandatory regulatory elements are automatically included Reduced legacy environment costs older document output management systems (and their expensive maintenance contracts) can be retired Boosted customer satisfaction from more relevant, personalised,and timely communications. This customer focused communication improves the delivery and the effectiveness of policy proposals and packages leading to increased new business. It also enables faster collection of claims information, speeding up claims processing, improving service standards and enhancing customer perceptions of the service

Solution brief THUNDERHEAD.COM AND GUIDEWIRE INTEGRATION Guidewire / Thunderhead.com / Document Management Integration - Simple GUIDEWIRE INSURANCESUITE 1. Create Document 3. Acknowledge Retrieve Documents in Context 2. Store document DOCUMENT MANAGEMENT SYSTEM (DMS)

Thunderhead.com Guidewire Integration Guidewire InsuranceSuite 2 Thunderhead.com Accelerator Plugins 3 4 Thunderhead.com s Content Management System (CMS) Obtain Filtered list of Available Letters and Select Enter Missing Data (Thunderhead.com Interview NOW) Review, Edit & Submit (Thunderhead.com Correspond NOW) 1 5 External Document/ Content Storage Management Thunderhead.com NOW Archive Web RSS/Atom PDA/SMS 6 Fax Print Email Thunderhead.com and Guidewire have developed integration accelerators to achieve robust and fast end-to-end integration 1. Thunderhead.com NOW is the most advanced enterprise customer communication platform available. The product has recently earned #1 rankings in Multi-Channel Support, Business User Empowerment, Product Strategy, New Customers Added and Interactive and On Demand Applications (source: The Forrester Wave, Document Output for Customer Communication Management, 9/14/2011). 2. Guidewire s core system suite spans the entire property/casualty (P/C) insurance lifecycle underwriting, policy administration, billing, claims, and reinsurance management. 3. Guidewire/Thunderhead.com integration is supported by the Guidewire Accelerators for Thunderhead.com. Fully tested and ready to deploy, the Accelerators are used for both interactive (i.e. claims correspondence) and fully automated (STP) document production (i.e. policy and billing). 4. Robust services to support interactive correspondence are included within the Guidewire Accelerators for Thunderhead.com. 5. Integration with all leading ECM solutions is featured with the Guidewire/Thunderhead.com solution. Documents produced can be written to the archive. Content existing on the archive (i.e. a signed application) can be obtained and included within a document produced. 6. Thunderhead.com natively supports the production of multi-channel output from a single template.

Solution brief THUNDERHEAD.COM AND GUIDEWIRE INTEGRATION ABOUT GUIDEWIRE Guidewire provides flexible core systems that enable you to deliver insurance the way you ve always wanted to. Our core system suite spans the entire property/casualty (P/C) insurance lifecycle underwriting, policy administration, billing, claims, and reinsurance management. ABOUT THUNDERHEAD.Com Thunderhead.com now has over 160 customers in insurance, retail banking, government and capital market customers on three continents. They optimize their customer engagement we help them make every communication count. 40 of Thunderhead.com s P&C insurance customer base have selected both Thunderhead.com and Guidewire as a unified solution. Both organizations were founded in 2001 with initial customer implementations beginning in 2004. info@thunderhead.com Copyright Thunderhead.com 2012 All rights reserved. Version 1.0 (US). Thunderhead.com endeavours to ensure that the information within this document is correct and fairly stated, but does not accept any liability for any errors or omissions.