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Development of a Customer Self-Service Portal for an Insurance Provider
  1. case
  2. Development of a Customer Self-Service Portal for an Insurance Provider

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Development of a Customer Self-Service Portal for an Insurance Provider

tridhyatech.com
Insurance

Challenges in Modernizing Customer Service and System Integration

The client required a modern self-service portal to empower policyholders but faced challenges in (1) consolidating data from disparate backend systems (PAS, CRM, Ticket Management), (2) creating an intuitive user experience, and (3) enabling seamless policy management functionalities.

About the Client

A trusted insurance leader with nationwide presence, committed to financial security, innovation, and ethical practices.

Key Goals for the Self-Service Portal

  • Empower policyholders with 24/7 self-service access to policy information
  • Integrate legacy backend systems into a unified digital platform
  • Enhance user experience through intuitive design and interactive features
  • Enable secure online premium payments and document management

Core Functionalities for the Customer Portal

  • Interactive customer dashboard with policy overview
  • Secure online premium payment gateway
  • Policy document viewing and download capabilities
  • Self-service profile and nominee detail updates

Technology Stack Requirements

Liferay DXP 7.3
Java
WSO2 API Gateway

Critical System Integrations

  • Policy Administration System (PAS)
  • Customer Relationship Management (CRM)
  • Payment Gateway
  • Ticket Management System

Non-Functional Requirements

  • High scalability for concurrent user access
  • Enterprise-grade security and data encryption
  • Sub-second response times for critical transactions
  • Compliance with insurance industry regulations

Expected Business Impact of the Self-Service Portal

The portal will significantly improve customer satisfaction through 24/7 self-service access, reduce operational costs via automated policy management, and strengthen the client's digital leadership position in the insurance sector while maintaining strict regulatory compliance.

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