Insurance Corporation of British Columbia

IBM Global Business Services helps company implement a transformational claims process

Published on 20 Aug 2014

Managing expectations for this high-visibility program was a challenge, but its success has had a big impact. We fundamentally changed the company by successfully delivering this very complex and very important program. In the process, we demonstrated our success as team.

Sheila Eddin, Vice President, Transformation

Insurance Corporation of British Columbia


Deployment country


ICBC looked to improve the overall customer service by providing a consistent, quality service experience for customers and employees. Additionally, ICBC found its 35 year old legacy systems lacked the flexibility needed to accommodate the changes contemplated. The organization required a holistic, end-to-end transformational program that would integrate easily into its existing environment, provide easy, predictable growth and capitalize on current and future investments.

Business need
The Insurance Corporation of British Columbia (ICBC) looked to improve overall customer service by providing a streamlined, efficient and consistent claims process for both customers and employees.

The company engaged IBM® Global Business Services® as a systems integrator in implementing Guidewire ClaimCenter, an industry-specific range of software applications and IBM Integration Bus software.

ICBC delivered this complex and important initiative successfully improving the employee and customer experience and helping the organization process claims faster. As a result, improved claims handling experience for customers was achieved.


IBM products and services that were used in this case study.

IBM Integration Bus

GBS BCS - iX&M - Strategy, Creative & Design


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