This article was created in partnership with Peace Hills Insurance.
Technology is coming for all arms of insurance – and carriers that choose to avoid the inevitable digital revolution could find themselves falling far, far behind. A recent report from RDT found that 54% of insurers are prioritising the implementation of low-code interfaces to automate customer journeys, 19% are focusing on replacing legacy systems entirely – while 36% reported an increase in technology investment over the past year.
At Peace Hills Insurance, they’ve rolled out a major system upgrade that replaces their aging custom-built technology with Guidewire InsuranceSuite on Guidewire Cloud Platform. The goal isn’t just modernization - it’s about making everyday workflows faster, more accurate, and easier for brokers.
Guidewire Cloud Platform was selected after a comprehensive procurement process looking at the solutions in the market that could meet Peace Hills’ current and evolving needs. Fast forward to launch day, June 23rd, and Peace Hills is implementing InsuranceSuite (comprised of PolicyCentre, ClaimsCentre, BillingCentre), Guidewire ProducerEngage (which Peace Hills has branded as phiX+), Guidewire DataHub, and Guidewire InfoCenter at the same time for all business lines and all regions where they write business. It’s a rare move that enables the carrier to leverage the most modern core insurance platform in the market. For Peace Hills president and CEO Kathy Boychuk (pictured left), the motivation behind this technology overhaul is crystal clear.
“Our priorities always lie with our brokers, our customers, and our people,” she told IB. “We wanted to replace our aging custom-built system with a modern platform that would allow us to improve and modernize the way we work with all these stakeholders. We looked to automate workflow and improve our ability to integrate easily with other external software.”
With automated workflows and enhanced and efficient operational processes, Boychuk is confident that this will only improve Peace Hills’ service levels without giving up the personal touch they are known for.
“Lastly, but most importantly, we wanted to have real-time integration with our brokers from both their rating platforms and their broker management systems (BMS), to be able to quote, bind and issue,” she told IB.
VP of information technology Ken McKnight (pictured right) agreed, adding that Peace Hills needed a system capable of continuous enhancements.
“We wanted a platform that brought a proven track record of regular innovation,” he explained. “Guidewire Cloud Platform provides this through the multiple releases per year which continually bring new features, functions and capabilities to our staff and our brokers.”
Beyond innovation, the team prioritized interoperability. “It was critical that our new platform have a robust API model,” added McKnight. “This enables us to integrate with most BMS and raters that our brokers use... and build upon the core platform through partnership with third parties and the development of unique solutions.”
Transitioning to a system as comprehensive as InsuranceSuite wasn’t without its difficulties. For Boychuk, the toughest hurdle was letting go of legacy habits.
“One of the most challenging aspects was changing the mindset of having a custom system... to using an established system and using it in the way it was built to be used,” she told IB. “This meant numerous process changes that we must embrace and adapt to.”
But not everything could be standardized. Boychuk added that “one of the more complex parts of our system is the reinsurance build out which was customized to meet our particular reinsurance needs.”
For McKnight, here he was keen to emphasize the sheer scale of the transformation. “Peace Hills leveraged this project as a true digital transformation... [covering] Underwriting, Claims and Billing as well as a fresh broker information exchange (phiX+), direct integration with each broker’s preferred BMS, and a modern enterprise data warehouse.”
The scope was massive - over 50 integrations were implemented, spanning internal systems, regulatory systems, and external vendors. The company executed a “big-bang go-live,” activating all lines of business across all regions they operate in simultaneously.
“Our team was laser focused on ensuring that we were building a system that we could be proud of,” said McKnight. “We feel that we have accomplished this goal.”
The rollout of phiX+ marks a significant step forward in how brokers interact with Peace Hills. The new platform delivers speed, accuracy, and consistency, making real-time quoting and binding a reality.
“I have no doubt that phiX+ will be a better experience for all our brokers,” exclaimed Boychuk. “Brokers will be able to quote right from their rating software through to phiX+.”
And the early verdict? It’s more than encouraging.
“I have heard positive feedback from many of our broker partners that have been patiently working through some of the initial bumps in our broker pilot,” Boychuk told IB. “Overall, I think brokers will find phiX+ to be user friendly, with improved and effective integrations.”
Rather than abruptly sunsetting the old system, Peace Hills will run both their phiX portal and phiX+ for a year. It’s a balancing act, but Boychuk sees it as an opportunity to show the company’s strength in adaptability.
“This will be a challenge, but it’s one we will overcome by working together,” she explained. “At Peace Hills, we pride ourselves in finding solutions... Investing in this new system brings opportunities for easier scalability and innovation that possibly held us back in the past.”
McKnight added that this dual-system phase will give his team time to explore the full capabilities of the new platform.
“As we stabilize the new platform, more of our go-forward attention will shift towards leveraging the new capabilities... to meet the evolving needs of our brokers, insureds and staff. My team will be working closely with each business area to evaluate the new features and identify opportunities to... enhance the great service that we are known for.”
Looking ahead to what this move holds for both Peace Hills and the sector at large, Boychuk told IB that the move to Guidewire really helps put them on a level playing field with their Canadian competitors.
“It allows us to be efficient with our resources, and rather than time spent on tasks and manual functions, we can spend more time on underwriting, our broker interactions, and servicing our claimants and customers. We will continue to be a reliable, responsive partner that seeks to find creative solutions, but we now have a toolkit that allows us to do that more efficiently.”