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The Insurance Workspace is a centralized agent UI in Talkdesk that integrates seamlessly with core insurance systems such as Guidewire PolicyCenter, Guidewire ClaimCenter, Guidewire BillingCenter, and others. It enables agents to access real-time information and manage claims, policies, billing, and more - all from a single screen.

Viewing cards in the Insurance tab

When on an active interaction, agents can access the Insurance tab, which displays comprehensive details about the account, claims, policies, and billing. This information is organized into easy-to-navigate cards as you can see below.

• Account Card - Includes key customer information, such as:

  • Primary Address
  • Email
  • Account Status
  • Delinquency Status

• Claims Card - Shows details about the caller's existing claims, such as:
  • Product
  • Claim Number
  • Policy Number
  • Status

Claim details can be found on the side panel by clicking on a specific claim:

• General Information: Claim number, policy number, status, days since reported, loss estimate, paid amount.
• Incident Details: Loss cause, loss date, reported date, and location.
• Exposures: Vehicle and driver details, including make, model, plate, and coverage.

• Policies Card - Provides a list of policies associated with the insured caller:

  • Product
  • Policy Number
  • Delinquency
  • Status

Policy details can be found on the side panel by clicking on a specific policy:

• General Information: Policy number, product, effective date, expiration date, and status.
• Renewal Information: Renewal date and payment schedule.
• Producer Details: Originator name, type, and code.
• Vehicles: Make, model, VIN, and plate.

• Billing Card - Displays billing-related information, such as:

  • Statement Date
  • Due Date
  • Amount Due

Using the shortcut bar in the Insurance tab

The shortcut bar allows agents to perform quick actions for the insured caller, such as:

1. New FNOL form: Start a First Notice of Loss process.
2. New Business Quote: Create quick quotes for new policies.

Customizable Canvas Card

The Insurance Workspace provides the ability to create a customizable canvas card, providing flexibility for integrating additional information from insurance core systems or external applications using Talkdesk’s Workspace Designer

For more information, refer to the Configuring the Insurance Workspace article.