CASE STUDIES

CGU eBusiness solutions

Our CGU division works with intermediaries such as brokers to sell our policies. Around a quarter of this business is conducted electronically. By using eBusiness systems, our intermediaries are able to 'self-serve' for all policy transactions, such as quotes and renewals, without sending paper to us. This makes the process highly efficient, it also brings big savings in the delivery of documentation to our customers.

Intermediaries are provided with an electronic version of the customer document (insurance schedule) for each transaction they process, and in most cases this is never printed. This is because our eBusiness systems enable intermediaries to incorporate a summary of insurance cover in the invoice they send to their customer. For some time, our eBusiness systems have helped us save on paper consumption and in the last year alone, over 1.2 million transactions were processed electronically. With each policy schedule containing around six pages, we have cut paper consumption by around 7.5 million A4 sheets per year.

Selina, CGU's eBusiness Manager for New South Wales, says, "The system streamlines policy administration for brokers - they can process insurance transactions without having to come to us, and produce a combined invoice and policy document for their customers."

Over the past few years, we have been working to improve our eBusiness offering. Through the web-based system, CGU Connect, intermediaries have access to a full range of CGU insurance products including commercial pack, home, landlords, private motor and commercial motor. Through this system, we expect a substantial increase in the percentage of business transacted electronically, further reducing paper consumption.