Illustrative engagement. A representative scenario showing how we approach this kind of work in insurance. It does not describe a specific client; outcomes are described qualitatively.
Industry overview
What is shaping insurance
Insurance is bought for peace of mind and judged at the moment of a claim. Agents, digital journeys and claims experience shape trust.
- Many buyers do not fully understand their policies
- Claims experience defines the brand
- Agents remain important alongside digital
Client background
A health insurance TPA, working in India. This is an illustrative engagement: a representative scenario showing how we approach this kind of work, not a named client project.
- Organisation
- A health insurance TPA
- Sector
- Insurance
- Team engaged
- IT & Development
- Services
- Custom business applications, Data analytics & dashboards
Client challenge
Claims moved through email and spreadsheets, causing delays and lost documents.
Research objectives
- Deliver on the brief: a claims workflow system.
- Define requirements and success criteria the solution would be tested against.
- Deliver a reliable, secure solution the team can run and extend.
Target audience
Scope: Claims system.
Audiences we typically reach in insurance
Policy buyers and holdersClaimantsAgents and advisersProspectsScheme beneficiaries
Geographic coverage
Coverage: India. Market: India.
- India
Research methodology
An iterative delivery approach: discovery, design, build and test in short cycles, with the client reviewing each step.
- 1Brief
- 2Workflow system
- 3SLA dashboard
- 4Insight
We built a workflow system with document capture, status tracking and SLA dashboards.
Custom business applicationsData analytics & dashboards
Sampling strategy
- Users and stakeholders from every affected team took part in discovery workshops and acceptance testing.
Data collection
- Requirements were gathered through workshops, process walk-throughs and a review of existing systems and data.
Data quality & validation
- Peer code review on every change
- Automated and manual testing
- User-acceptance testing with the client
- Release checklist and rollback plan
Data analysis
- Usage and performance monitoring after launch
- Defect and support-ticket trends
- Process time before and after
Key findings
- Visibility shortens claims.
Recommendations
- Build on the core insight: visibility shortens claims.
- Track adoption and support tickets, and plan the next release from real usage.
Business impact
- Claims status became visible to staff and hospitals, and delays were easier to address.
Impact is described qualitatively.
Deliverables & next steps
- Cleaned data file and data tables
- Interactive dashboard
- Deployed solution with documentation and handover
- Support and maintenance plan
- Repeat the measure after changes are in place to track progress.
- A natural follow-on question: what do agents need?