Comprehensive Digital Portal for Insurance Policy Management and Claims Submission

The client faces difficulties in providing accessible, user-friendly digital channels for insured clients and third parties, leading to reduced customer satisfaction, inefficiencies in claim handling, and limited online interaction options, which hinder competitiveness in a digital-first market environment.

A mid to large-sized insurance provider seeking to enhance customer engagement through a unified digital platform enabling policy management, claims processing, and customer communication.

• Create a secure, intuitive web and mobile platform to allow insured clients to manage policies, submit and track claims, and make payments efficiently.
• Develop a dedicated digital channel for third-party claim submissions and complaint handling, reducing the need for physical office visits.
• Optimize system performance to ensure quick response times, reliable service availability, and scalability to handle increasing user demands.
• Enhance user experience to improve engagement and satisfaction, aiming for higher claim submission rates and positive client feedback.
• Ensure integration capabilities with existing insurance systems and third-party services for seamless operational workflows.

• User authentication and profile management for insured clients
• Policy management dashboard including viewing, updating, and renewing policies
• Claims submission and status tracking system
• Secure payment gateway for monthly premiums
• Notifications for maturity, policy updates, and claims status
• Contact and communication channels with insurance agents or brokers
• Dedicated portal for third-party claim submission and complaints
• Administrative backend for managing claims, policies, and user data

• Insurance management system for policy data synchronization
• Payment gateways for premium transactions
• Notification and messaging services
• Third-party complaint management systems

• System availability of 99.9% uptime
• Response times under 2 seconds for core functionalities
• Data security compliance with industry standards (e.g., GDPR, PCI-DSS)
• Scalability to accommodate increasing users and data volume
• User data encryption at rest and in transit

The implementation of the digital portal is expected to significantly improve customer satisfaction by providing accessible and user-friendly self-service options, reduce claim processing times, and decrease the need for physical office visits. Aiming for measurable outcomes such as increased online claim submissions, higher payment efficiency, and enhanced customer engagement, leading to improved market competitiveness and operational cost savings.