A hailstorm hits overnight. By morning, the local insurer’s phone lines are backed up, adjusters are overloaded and customers are stuck repeating the same information to different representatives. The damage isn’t just to physical objects. It’s also to trust, time, and the insurer’s reputation. 

This type of disconnect happens every day. Not because people don’t care, but because systems behind the scenes don’t talk to each other. Contact centers run on one platform while claims and policy data lives somewhere else. Agents toggle between tabs, customers get passed around and everything takes longer than it should. 

The Genesys Embeddable Agent Plugin for Guidewire, an integration that embeds the functionality of the Genesys Cloud™ platform into Guidewire, closes the gap. It connects conversations with the information and functionality of the Guidewire ClaimCenter and PolicyCenter. When customers reach out for help and guidance, they can readily get the answers they need. 

A Desktop That Finally Speaks Fluent Insurance 

The joint solution gives insurance agents a unified desktop. No more switching between systems to log a claim, answer a policy question or provide an update. With the Genesys Cloud integration, data from ClaimCenter and PolicyCenter is utilized during customer and agent interactions to make the interaction as meaningful and productive as possible — all within Guidewire. 

That means a policyholder can initiate a First Notice of Loss (FNOL) on their preferred channel, such as a chatbot, Interactive Voice Response (IVR) or web message. Genesys collects the necessary information and sends it to ClaimCenter. In return, ClaimCenter provides a claim number and displays adjuster details automatically in the agent’s view. 

In some cases, the claim can even move straight through adjudication and into payment without human intervention. This gives both policyholders and insurers something rare in claims processing: speed and confidence. 

What This Looks Like in Practice 

Say a customer texts their insurer about a new claim after a storm. A chatbot asks a few quick questions, routes the information to ClaimCenter and, if everything checks out, starts the FNOL claims process right then. The customer receives a claim number, contact info for the adjuster, and a little less stress. 

Or maybe the homeowner wants a quick update on a claim or policy. Using the Genesys integrations, status information can be obtained directly from Guidewire and then Genesys can automatically provide the information to the policyholder. There’s no need for an agent to dig through a queue of “What’s the status?” emails. 

And what if something more urgent comes up? If a basement sensor detects water at 2:00 AM, the system sends an outbound message, opens a claim and notifies the right adjuster before the customer picks up the phone. 

Much of the innovation here lives in the orchestration of interactions. Genesys uses artificial intelligence (AI) to interpret customer intent, match inquiries with the right resource and serve up relevant data in context. It’s the kind of design that anticipates rather than reacts. 

AI That Understands Insurance Nuance 

AI in insurance has to do more than just sort email messages or suggest replies. It needs to understand urgency, risk and regulatory nuance. That’s what makes the Genesys and Guidewire integration different. 

Genesys Cloud AI can: 

  •   Predict customer intent before the first input. 
  •   Authenticate customers using voice biometrics. 
  •   Trigger outbound updates based on claim milestones. 
  •   Request missing documents at the right time. 
  •   Route calls based on severity or potential fraud indicators. 

Designed for Volume, Built for Speed 

Insurers dealing with high volumes of customer interactions (homeowners, auto, workers compensation, etc.) stand to benefit immediately. This integration can help to reduce average handling time and eliminate redundant data entry. It can also lighten the load on contact centers by offering robust self-service options through IVR, messaging, and web chat. 

For example, during storm season, an insurer might receive thousands of inquiries in a 24-hour period. Genesys and Guidewire together can help triage those interactions, routing urgent claims to the right adjusters and handling simple status updates through automated messages. This means faster resolutions and less stress for overwhelmed teams. 

Under the hood, it’s a dramatic shift. Insurers are no longer required to develop and maintain dozens of brittle, custom integrations. The integrations can be downloaded, lightly configured and rolled out in days instead of months.  

Genesys and Guidewire: Turning Claims Into Moments of Trust 

That’s not just an IT win. It directly affects time-to-value and operational cost. The results: decreased developer hours, less quality assurance overhead and far fewer late-night firefights with legacy systems. Beyond the technical benefits, the real story lies in the experience the Genesys Cloud integrations deliver. Agents are more empowered because they can act faster and with better information. Customers feel supported because they’re not repeating themselves across channels or waiting days for an update. 

From a business standpoint, the integrations can support faster claims cycles, higher first-call resolution, and improved Net Promoter Scores (NPS). They also reduce manual work so insurers can focus human talent toward more complex, judgment-based interactions. 

In the experience economy where responsiveness defines loyalty, these efficiencies are essential. Insurance is personal, especially in the moments when something goes wrong. Policyholders don’t just want resolution. They want to feel heard, understood and taken care of. A customer calling after a fire shouldn’t have to repeat their story three times or wonder if their claim has been received. And they shouldn’t wait five days to hear from an adjuster. 

The Genesys Cloud integration helps insurers show up in these moments with speed, accuracy, and empathy. It allows insurers to act with intelligence and urgency. And that can help turn stressful events into opportunities to build trust. 

That’s the true impact. Insurers aren’t just delivering better service; they’re delivering an experience that’s empathetic and human. 

To learn more about how Genesys is helping insurance companies reimagine policyholder and claim experiences, and the value that Genesys Cloud is bringing to the industry, please visit https://www.genesys.com/solutions/insurance.