Improved Customer Control
The self-service portal empowered customers with greater control over their insurance needs, reducing reliance on customer service representatives.
Technologies used
Java
Spring
JBoss Drools
Tibco ESB
Liferay
IceFaces
Primefaces
Mybatis
Jasper Reports
Oracle DB
JPA
Hibernate
Apache Maven
Jenkins
JUnit
TestNG
Selenium
JBoss EAP
JMS
SOAP
Docker
Motivation
The Company needed a self-service system due to the rapid growth of their policyholder database. The goal was to provide end consumers with secure, 24/7 access to their policy details, billing and payments, quotes, claims, and relevant product information. This would reduce the need for customer service representatives and increase operational efficiency, while maintaining data security and offering a user-friendly interface.
Main challenges
Challenge 01
Security and Privacy
Ensuring that users have controlled, secure access to their sensitive insurance information without compromising data protection standards. Azati proposed implementing advanced encryption protocols and multi-factor authentication to protect sensitive data and ensure compliance with regulatory standards.
#1
Challenge 02
User Experience
Designing an intuitive, easy-to-use interface for consumers to navigate policy details, submit claims, and manage billing information with minimal guidance. Azati focused on simplifying the user interface and implementing responsive design to provide a seamless experience across all devices.
#2
Challenge 03
Scalability
Building a system that can handle a rapidly growing user base without sacrificing performance or reliability. Azati recommended using cloud-based infrastructure and microservices architecture to ensure the platform could scale efficiently as the number of users increased.
#3
Our approach
Ensuring Secure User Access
Implemented role-based access control with password protection to ensure that only authorized users could access sensitive policy information and perform specific actions.
Building a Holistic Customer Profile
Created a 360° customer view to provide a complete picture of the policyholder's information, claims, and other critical data.
Custom Word2vec Model
Using Word2vec, the team trained a custom model on life science documents to understand synonyms and relations between terms.
Aligning with Internal Systems
Integrated the portal with the company’s internal systems, ensuring that the self-service platform aligned with the company's workflow and branding.
Enhancing User Experience
Developed features such as quick quote generation, online application entry, and personalized notifications to enhance user experience and streamline the insurance process.
Supporting Back Office Operations
Enabled features like audit trails, usage reporting, and customized branding to help the company manage the portal effectively and ensure smooth customer service.
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01
Secure Access
Provides role-based, password-protected access with multi-factor authentication to ensure that only authorized users can access sensitive insurance information, maintaining data security and regulatory compliance.
Key capabilities:
- Implement role-based access control
- Enable multi-factor authentication
- Protect sensitive customer and policy data
- Ensure compliance with data protection regulations
02
360° Customer View
Offers a unified view of a policyholder's information, including policies, claims, billing history, and personal data, enabling personalized service and informed decision-making.
Key capabilities:
- Centralize all policy and claims data for each customer
- Provide accurate, up-to-date information
- Support personalized customer interactions
- Improve internal team visibility and efficiency
03
Policy Management & Billing
Enables customers to view, modify, and renew policies online, as well as access billing summaries and pay invoices, reducing dependence on customer service representatives.
Key capabilities:
- View and manage policy details online
- Renew policies without agent assistance
- Access billing summaries and payment history
- Complete secure online payments
04
Claims Management
Streamlines the submission, tracking, and management of insurance claims, providing transparency and faster resolution for policyholders.
Key capabilities:
- Submit claims online (First Notice of Loss)
- Track claim status in real-time
- Receive automated notifications and updates
- Reduce processing time and improve transparency
05
Quick Quote & Application Submission
Allows end users to generate instant insurance quotes and submit applications electronically, simplifying onboarding and sales processes.
Key capabilities:
- Generate quotes instantly based on user input
- Submit applications online securely
- Reduce manual data entry and processing
- Streamline customer onboarding process
06
Knowledge Center & Online Support
Provides access to product information, regulatory guidance, risk management advice, and interactive support channels, empowering customers to self-serve effectively.
Key capabilities:
- Access product and regulatory information
- Retrieve risk management and legal guidance
- Use chat and feedback forms for assistance
- Support self-service without needing call center help
Results & business impact
Operational Efficiency
The solution significantly reduced call center volume by nearly 60%, lowering operational costs and improving overall efficiency.
Enhanced Customer Satisfaction
Customers were able to manage their insurance needs in a personalized, interactive way, which led to higher satisfaction and long-term retention.
Cost Reduction
The portal reduced operational costs by automating routine tasks, freeing resources for more strategic initiatives.
