Gore Mutual announces new operating model for auto lines cover and launches national contact centre

12 July 2021

Unrecognizable woman opening her car with a key

Gore Mutual Insurance Company (Gore Mutual) has announced its new operating model for Ontario personal lines automobile and Individually Rated Commercial Auto (IRCA) insurance. The mutual insurer has taken the first step in its strategic transformation with the launch of its national contact centre, underpinned by industry-leading technology to enable brokers to provide their customers with faster and more efficient service.

The new national contact centre team services brokers and their customers for personal lines automobile and IRCA underwriting and billing. With new phone queues powered by Amazon Connect, brokers and customers benefit from increased contact options such as queued call back and estimated wait times. With this new technology, the insurer benefits from real time data to assess and continuously improve customer service satisfaction.

Gore Mutual has also introduced Guidewire Insurance Suite in Guidewire Cloud and the mutual says it is the first carrier in Canada to launch this policy, billing and claims suite simultaneously to bring full-service capabilities to its core business operations.

Gore Mutual says that Guidewire Cloud brings industry best practices, including:

  • Streamlined policy underwriting and administration with integration across Broker Management Systems (BMS) and quote vendors, supporting real time quote, bind and policy issuance. This saves brokers time and avoids duplicate entry for a faster and more accurate experience.
  • Billing automation such as equalised payments, and easy-to-understand billing statements.
  • Real-time access to claims information and vendor partner integration, leading to faster estimates, repair and resolution, and positive claims experiences for customers.
  • Refreshed policy documentation and improved communications that promote a positive service experience for customers across the lifecycle of a policy.

This marks significant progress in Gore Mutual’s business transformation journey referred to by the organisation as its ‘Next Horizon’ strategy which it launched at the beginning of 2020. Next Horizon is Gore Mutual’s 10-year vision and strategy that sets a new path for the mutual insurance company, driven by fast-changing customer expectations and technology. This involves a complete transformation for Gore Mutual, with an ambitious plan to transform the company from a mid-size, regional carrier to a national scale, purpose driven, digitally-led insurer in only a few short years. Gore Mutual continues to invest heavily in its people and core capabilities, with plans to scale its business together with broker partners across Canada.

“We’re excited to take this significant step in our transformation”, says Andy Taylor, Chief Executive Officer. “Our Next Horizon strategy to transform our company into a top 10 national insurer is really coming to life as we launch a brand-new operating model for personal lines auto.”

“With brand new technology, products, pricing and our national contact centre, we’re investing in the future of our core insurance operations to ensure we continue to be a strong and supportive partner for brokers,” says Paul Jackson, Chief Operating Officer.

For member-only strategic content on the cooperative/mutual insurance sector, ICMIF members have exclusive access to a range of online resources through the ICMIF Knowledge Hub.

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