The Guidewire Centre of Excellence: driving major transformation at NFU Mutual

To ensure we deliver the exceptional customer service we’re known for at NFU Mutual, we’re continuing to drive one of the biggest transformation projects we’ve ever undertaken, and the Guidewire Centre of Excellence is right at the heart of it. We spoke with Julia Helm, Head of the Guidewire Centre of Excellence and Howard Goodman, Head of IT Applications, to learn about the role Guidewire is playing in shaping the future of our general insurance business. 

Why is this latest transformation project considered one of the largest projects undertaken at NFU Mutual? 

Julia: The scale of this project is immense. We’ve already rolled out Guidewire’s ClaimCenter and BillingCenter and as part of a company-wide transformation we’re now rolling out PolicyCenter. It’s a strategic move that touches nearly every part of our operations, and the results will be felt not just today but well into the future. It’s a huge undertaking and a critical one for our long-term success. 

Howard: Rolling out Guidewire products isn’t just about updating one or two systems; we’re changing how we operate across the entire business. Having Guidewire as our central platform impacts every aspect of our business—from claims and billing to policy management and more. It’s a fundamental shift that enables us to move faster, innovate, and stay ahead of the competition for years to come. 

What makes Guidewire such an essential part of this transformation? 

Howard: Guidewire is the backbone of our entire transformation. It’s not just a technical upgrade; it’s a complete shift in how we do business. Our move to Guidewire, provides a unified platform that drives operational efficiency and speeds up how we deliver services to our customers. It’s crucial for staying competitive in the rapidly evolving insurance market. Our Guidewire Centre of Excellence is absolutely critical to the continued success of this transformation. It’s where we’re building the expertise and capabilities needed to leverage Guidewire to its full potential. The team will support the integration of all these new systems, ensuring that everything runs smoothly and efficiently as we move forward. 

Julia: Having Guidewire as our central platform allows us to consolidate various systems into one seamless platform. As we move forward, we’ll have the flexibility to adapt to changes more quickly. The system’s scalability also supports our growth ambitions, which is incredibly important as we expand our offerings and scale to meet future customer demands. Our Guidewire Centre of Excellence isn’t just about technical skills; it’s about ensuring we have the right culture and mindset. This is a complex, ongoing company-wide project, and we need a team that understands both the business side and the technical side. The Guidewire Centre of Excellence is where we foster that blend of expertise, ensuring that we’re not just implementing new systems, but truly transforming how we work and deliver value to our customers. 

How does Guidewire’s implementation align with NFU Mutual’s long-term strategy? 

Howard: The Guidewire roll-out is directly aligned with our broader business strategy. Guidewire helps us modernise our infrastructure and processes, making sure we’re ready to adapt to future challenges and opportunities. The integration of Guidewire systems improves efficiency and reduces cost, keeping us ahead of competitors. 

Julia: The entire company is committed to this transformation programme. It’s not just an IT change; it’s a business initiative. The Guidewire platform allows us to innovate more rapidly, deliver better customer experiences, and enhance how we manage risk. This is about ensuring that NFU Mutual is positioned for long-term growth and success. 

How will Guidewire impact NFU Mutual’s ability to innovate? 

Howard: This is a game-changer for innovation. With Guidewire, we have the agility to launch new products and services much faster than before. The flexibility of the platform allows us to experiment, iterate, and respond to market changes quickly. This is crucial for maintaining our competitive edge and meeting evolving customer needs. 

Julia: Guidewire is designed with innovation in mind. As we move forward, we’ll be able to offer more tailored solutions to our customers, improve operational processes, and ensure that we’re using the latest technology to deliver value. This project will lay the groundwork for continuous improvement and innovation well into the future. 

What does the future of NFU Mutual look like? 

Howard: The future is incredibly exciting. With Guidewire’s full suite of products in place, we’ll be able to operate more efficiently, respond faster to changes in the market, and deliver better services to our customers. It’s not just helping us solve today’s challenges; it’s setting us up for success in the years to come. 

Julia: This programme of work will position NFU Mutual alongside industry leaders, not just in the UK, but globally. With Guidewire as the backbone of our operations, we’ll be able to embrace new opportunities, continue to innovate, and ensure that we’re delivering exceptional value to our customers. 

Join us on our journey 

This is a chance to be part of the creation of transformative solutions that will have a lasting impact on the general insurance business at NFU Mutual, our customers and their communities. Check out the latest Guidewire vacancies and join us on this exciting journey.