The Beatles got it right: We can get by with a little help from our friends. For California Casualty, achieving the goal of customer engagement was realized by combining the business intelligence of J.D. Power, a global marketing information services company providing performance improvement, social media and customer satisfaction insights, with the flexibility of the Guidewire platform. An "Auto Claims Satisfaction Study" conducted by J.D. Power in 2014 confirms it. Among the results, the survey showed that California Casualty: 

• Rated among the top two in an first notice of loss (FNOL) index rating (28 points above the industry average)
• Now completes more than one-half of FNOL calls in 15 minutes or fewer
• Performs better than the industry FNOL average rating in addressing four or more services within 15 minutes

It all started with a new core system

After years of relying on three different systems, California Casualty standardized on a brand-new core system from Guidewire in 2008. Out of the box, the system did just fine. It wasn't until California Casualty engaged with J.D. Power in 2009 that the technology's real potential was realized. Chip Lackey, senior director at J.D. Power, and James Kauffman, senior vice president of claims at California Casualty, began by examining the step-by-step process of a claim and identifying the various areas where satisfaction was either increased or decreased. The FNOL process emerged as a key area.

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