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Development of a User-Centric Pet Insurance Mobile Application for MetLife Pets
  1. case
  2. Development of a User-Centric Pet Insurance Mobile Application for MetLife Pets

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Development of a User-Centric Pet Insurance Mobile Application for MetLife Pets

yslingshot.com
Insurance
Financial services
Consumer products & services

Challenges in Pet Insurance Customer Experience

The pet insurance market suffers from low penetration due to complex paperwork, slow claims processing, and impersonal digital experiences. Policyholders face difficulties managing policies and submitting claims through traditional methods, while competitors lack streamlined, empathetic solutions.

About the Client

A subsidiary of MetLife offering pet health insurance directly to consumers and as an employee benefit, focused on modernizing insurance experiences through technology.

Key Goals for the Mobile Application

  • Design a modern, intuitive interface to simplify insurance management for pet owners
  • Humanize the claims process through empathetic language and UX design
  • Enable seamless claims submission and policy management via mobile
  • Automate documentation collection to reduce manual effort
  • Ensure cross-platform availability on iOS and Android

Core System Functionalities

  • User registration and profile management with pet-specific details
  • Policy viewing, updates, and renewal tracking
  • AI-powered claims submission with photo-based documentation
  • Automated vet record integration for claims
  • Conversational UI with empathetic tone for claims workflows
  • Multi-platform support (iOS/Android) with offline capabilities

Technology Stack Requirements

Xamarin.Forms
.NET
C#
Microsoft SQL Server

System Integration Needs

  • MetLife core insurance systems
  • Payment gateway for premium processing
  • Third-party veterinary database APIs
  • Cloud storage for document management

Performance and Security Standards

  • Scalable architecture for high user growth
  • Enterprise-grade data encryption and compliance (HIPAA/GDPR)
  • Sub-2-second load times for critical workflows
  • 99.9% uptime SLA with failover redundancy

Anticipated Business Outcomes

Elimination of 100% of paper-based claims processes, 50% reduction in average claims processing time, and measurable improvement in customer satisfaction scores. Position MetLife Pets as a market leader in digital pet insurance experiences, driving policyholder retention and market share growth.

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