At this year’s Guidewire Connections conference (check out our team above rocking their hero capes at the event!), one theme was impossible to miss: the insurance industry is embracing a future defined by intelligence. From AI-enabled underwriting to predictive claims workflows, insurers are moving beyond simply digital-first insurance payment systems toward what Guidewire called “Intelligent Insurance” — where data-driven automation and personalization shape every policyholder experience.
For those of us focused on the billing and payments experience, this shift marks a pivotal moment. Digitizing payments is no longer enough. To truly meet the expectations of modern policyholders — and the operational demands of modern insurance carriers — the next evolution must be intelligent payments.
Here are a few ways that billing and payment solutions should be using AI to elevate a carrier’s most essential workflows and experiences.
1. Leverage Intelligence to Personalize Customer Experience
Consumers today expect every digital interaction to “know them,” from the streaming platform that suggests the next show, to the shopping app that remembers their preferences. Insurance billing should be no different.
Intelligent payments begin with adaptive workflows that personalize the experience for each policyholder. For example, using embedded AI to detect behavior patterns and offer the right payment methods at the right time. A customer who regularly pays via mobile wallet can be guided directly to that option, therefore eliminating friction and buoying satisfaction.
Instead of a “choose your own adventure” experience, policyholders enjoy what feels like a tailored journey. This kind of proactive personalization not only delights customers — it drives real results in the form of higher digital adoption and lower delinquency rates.
2. Outreach That Drives Action
One of the biggest barriers to timely payments? Policyholders forgetting. Intelligent payment platforms tackle this head-on with AI-powered communications that learn and adapt.
Billing and payment solutions should enable smart reminder cadences — text, email, or both — based on what each customer is most likely to engage with. They should also flag accounts at risk of delinquency and escalate outreach accordingly, helping insurers reduce DSO and increase receivables without increasing headcount.
This is more than just sending reminders: it’s optimizing outreach based on user behavior, improving payment timing, and reducing operational waste. It’s intelligence that pays off.
3. Automation That Reduces Workload and Friction
While AI often conjures visions of futuristic chatbots, its real value lies in making day-to-day work easier. For billing teams, this means automating routine tasks like exception handling, reconciliation, and cash posting.
Intelligent automation helps carriers streamline back-office operations so staff can focus on higher-value work. For example, we automate rejected payment handling and integrate seamlessly with policy systems, reducing the burden on IT and finance teams alike.
4. Insights That Enable Continuous Optimization
Data is only as valuable as the action it enables. Today’s carriers need real-time dashboards and analytics that surface the most impactful insights, from channel performance to payer behavior trends.
AI-powered recommendations then help carriers make smarter decisions: which reminders to send, which payment options to highlight, and where to optimize workflows. It’s not just reporting — it’s a roadmap to better outcomes.
For this to be truly impactful, AI must be more than a feature: it must be embedded it across a billing and payments system. Holistically deployed AI should be at the root of a carrier’s most critical workflows, powering everything from the front-end UX to back-office workflows, ensuring continuous, tangible value.
Embracing Intelligent Insurance Payment Systems
At Guidewire Connections, we saw just how much the bar has risen. Carriers are no longer satisfied with “going digital.” They want experiences that are personalized, predictive, and proactive. The same expectations they’re applying to underwriting and claims must now apply to billing.
Our takeaway from the event was clear: the winners in this new era will be those who align with insurers’ evolving priorities, providing seamless payment experiences, from premiums to payouts.
As a Guidewire PartnerConnect Solution partner, InvoiceCloud integrates with Guidewire’s PolicyCenter, BillingCenter and ClaimCenter to provide these intelligent experiences across the entire policyholder journey. Together, InvoiceCloud and Guidewire aren’t just building a better payment experience — we’re helping insurers build trust, reduce churn, and unlock new operational efficiencies.
To learn more about InvoiceCloud’s holistic approach to AI, listen to or watch the on-demand session below with CTO Jed Maczuba and VP of Product Strategy.