Enabling brokers in a digital-first insurance world
In the lead-up to TechFest, I had the opportunity to sit down with Leo Holsgrove, Country Lead for South Africa at Guidewire.
Our discussion centred on how digitisation is reshaping the broker environment and how technology providers like Guidewire are working to ensure brokers remain relevant, effective, and trusted in a market that increasingly demands speed and seamless digital service.
Customer expectations are setting the pace - Leo was clear from the outset: customers, and by extension, brokers, now expect fully digital, frictionless insurance experiences. From instant quotes and policy issuance to claims management, the pressure is on to provide quick, accurate and accessible service across multiple channels.
For brokers, this reality creates both risk and opportunity. Clients demand the same responsiveness they receive in other digital services, yet brokers must continue to position themselves as trusted advisors. Guidewire’s approach has been to build platforms that streamline the routine but critical processes, quoting, servicing, billing and claims, so that brokers can focus their energy on advice and relationships.
Streamlining broker workflows - One of the key areas Leo highlighted was the importance of reducing administrative friction. Guidewire’s Producer Engage solution, for example, consolidates workflows and integrates seamlessly with policy and broker management systems. By eliminating redundant data entry and minimising errors through real-time detection, brokers can complete transactions faster and more accurately.
This matters because efficiency is not only about cost; it is about enabling brokers to deliver on client expectations without drowning in admin. In a market where turnaround time and precision make or break client relationships, platforms that allow brokers to operate more smoothly are essential.
Supporting collaboration on complex risks - Our conversation turned to the area of complex risks, where the broker’s role as an intermediary between client and underwriter is most visible. Here, Guidewire’s tools focus on enabling digital collaboration, shared visibility and real-time updates across web and mobile. For brokers, this translates into faster problem-solving and more effective communication with underwriters.
It was striking to see how strongly Leo emphasised the omni-channel capability of these systems. Brokers can work from anywhere, confident that the data and user experience remain consistent. This is more than convenience; it is about ensuring that brokers retain their agility and relevance in serving clients with sophisticated needs.
Learning from global case studies - Guidewire’s global footprint gives it a vantage point that few local players can replicate. Leo shared examples from Canada, Argentina and the UK, markets that, while different from South Africa, face many of the same distribution challenges.
In Canada, firms like Impact Affinity and Gore Mutual used Guidewire Cloud to cut broker quote response times by a third, driving both increased quote volumes and improved bottom-line results. In Argentina, Seguros adopted Producer Engage to deliver a consistent omni-channel experience across devices. And in the UK, RSA’s consolidation of multiple claims systems into a single Guidewire platform transformed its broker relationships, enabling faster claims handling and real-time access to status updates.
These case studies illustrate how insurers that invest in broker-friendly platforms are seeing measurable improvements in broker satisfaction, loyalty, and productivity. The lesson for South Africa is that technology adoption must be intentional and strategic, focusing not just on internal efficiencies but also on strengthening broker relationships.
