Insurance Digital Workflow Solution

Digital Tools for Modern Insurance

About This Project

The Insurance Digital Workflow Solution is designed to modernise internal processes for insurance companies by digitising claims, customer communications, and operational workflows. From automated chat and ticketing systems to detailed claims management, surveys, and risk scoring, the platform streamlines every step for both staff and customers. With integrated dashboards, configurable forms, and real-time notifications, insurers can handle inquiries more efficiently while ensuring transparency and accuracy. This end-to-end solution enhances customer experience, reduces manual effort, and empowers insurance teams with smarter, data-driven tools.

Technologies we use

Insurance Digital Workflow Solution Overview

Agent Portal

The Agent Portal serves as a dedicated workspace for insurance agents to efficiently manage their submissions and client interactions. Agents are provided with secure login credentials tied to their organisation, ensuring controlled access. Within the portal, they can submit new leads, capturing key customer details and preferences, as well as process customer claim submissions by uploading all required information and documents.

Agent Login

Agents securely log in using their unique Agent ID and affiliated organisation, ensuring authenticated access and accurate role mapping.
Each agent is provided with an account that allows them to submit new leads and claims, streamlining their interactions with the organisation and improving submission efficiency.

Lead Submission Step 1

Begin the lead submission by providing essential personal details such as date of birth, marital status, and number of children — key inputs for product suitability and risk evaluation.
Agents must confirm the customer’s agreement to the terms and conditions before proceeding, ensuring compliance and informed consent.

Lead Submission Step 2a

Agents select the primary purpose of the lead’s interest, such as Savings, Hospitalisation, Tax Payments, or Education.
This step helps align the recommended products with the customer’s financial goals or life planning needs, ensuring more relevant and targeted proposals.

Lead submission Step 2b

If the customer’s goal is to buy a home, agents will be asked to fill in extra details like the type of house and its size, so we can better understand their needs and offer suitable options.
For dream car goals, a quick question about the customer’s preferred car brand helps us personalise suggestions that align with what they’re really aiming for.

Lead Submission Step 3

Enter the customer’s basic contact details like name, phone number, and email so staff know who to reach out to.
Provide a rough estimate of how much the customer thinks they’ll need to spend to achieve their goal. This helps in planning the right financial product.
There’s also a simple toggle to let us know if the customer would like a staff member to follow up with them or not.

Customer Claim Submission Step 1

Start by entering the claimant’s details including name, contact information, relationship to the policyholder, and the associated policy number.
Then, fill in incident-related information such as the type of incident, hospital admission date, and discharge date to give the operations team a clear understanding of the situation.
Lastly, provide payment details like the customer’s bank name and account number so the operations team can process the payout accurately if the claim is approved.

Customer Claim Submission Step 2

Upload all required supporting documents such as medical reports, hospital invoices, and any other relevant files needed to complete the claim review.
Customers have the flexibility to save their progress and return later to complete the submission, making the process more convenient and stress-free.

Staff Gateway

The Staff Gateway provides insurance staff with a comprehensive platform to manage day-to-day operations efficiently. It features a centralised dashboard for quick insights, detailed product information, and tools to view and track leads along with their full lead details. Staff can also perform risk scoring assessments and manage risk scoring submissions.

Staff Dashboard

A unified workspace that gives staff access to dashboards, announcements, product information, and task management — all in one central hub to boost daily productivity.
Manage leads and customers efficiently with built-in tools, a help desk module, and a structured to-do list that keeps your team focused and aligned.
Supports internal operations with role-based settings, quick access to essential tools, and seamless navigation for staff to stay informed and responsive.

Product Information

Quick access to essential product content including summaries, brochures, and sales illustrations — all organised for efficient staff reference.
Built-in calculator and FAQs help staff provide accurate, real-time information to prospects and customers.
Centralised product resources ensure consistency in communication and better support across departments.

Leads

Filter leads by status such as Active or Dropped to keep your pipeline organised and focused. This allows your team to prioritise efforts and follow up more effectively.
Leads can be created manually or automatically received from external agents, offering flexibility in how new prospects are brought into the system.
Each lead entry includes key details like name, contact information, date of birth, selected product, and submission date — providing staff with all the context they need for timely and informed engagement.

Lead Details

View and update the customer’s personal information, ensuring records remain accurate and up to date throughout the engagement.
Access all associated product details and track form submissions relevant to the lead, giving full visibility into their journey.
Log and review past interactions with the customer, while also adding new notes or updates to maintain continuity across your team.
Support direct communication with the customer via integrated channels such as email, SMS, WhatsApp, and more — all managed within the same interface.

Risk Scoring

Gain a clear overview of all risk scoring statuses in one place, allowing staff to monitor progress and follow up where needed.
Review each customer’s submitted questionnaire in detail to support internal evaluation and decision-making processes.
Upload additional supporting documents on behalf of the customer when necessary, ensuring all required information is consolidated for accurate assessment.

Risk Scoring Submission

Capture risk assessment data through internal questionnaires, which feed into an evaluation process that includes approval tracking and status updates.
Seamlessly integrate with third-party risk scoring systems to enhance internal evaluations with external validation or additional scoring models.
Automatically notify customers once their risk assessment is successfully completed, keeping them informed and engaged throughout the process.

Admin Dashboard

The Admin Dashboard provides insurance administrators with a powerful central hub to manage and oversee all operational activities. It supports email campaigns and seamless integration with multi-channel chat platforms to improve customer engagement. The dashboard also includes a support ticketing system, comprehensive claim management tools, and a survey form builder with built-in analytics for tracking responses and insights.

Email Campaign Builder

Customizable button labels and destination links for personalized user journeys.
Smart template placeholders categorized for various insurance operations (claims, surveys, risk scoring).
Attach important files like claim forms, policy documents, or customer notices.
Schedule email campaigns effortlessly — yearly, monthly, daily — keeping your communications consistent and timely.

Multi-Channel Chat Integration

Seamless integration with WhatsApp, Facebook Messenger, and Viber for real-time conversations.
Support for sending file attachments like claims documents, ID proofs, or forms directly within chats.
Instantly link customer chats to existing customer profiles for personalized service.
Permission-based admin controls to manage conversations, assign agents, and maintain data privacy.

Customer Support Ticketing

Generate support tickets based on customer inquiries - CRM system.
View complete ticket details, including timestamps, inquiry types, and customer information.
Track full ticket history for better context and faster resolution.
Enable internal team collaboration with private comments and discussion threads on each ticket.

Claims Management

Customers can submit claims easily by filling out a secure form linked to their policy number.
Comprehensive claim details captured, including policy information, claimant details, incident reports, payment history, reinsurance data, red flags, and full claim history.
Admin users can request additional information from customers via SMS or Email with just a few clicks.
Manage and review claim documents — including uploaded evidence, reports, and forms — all in one place.

Survey Form Builder

Customize survey form name, header, and footer to align with your insurance brand and communication style.
Add custom questions tailored to specific customer journeys like claims, onboarding, or renewals.
Include industry-standard metrics such as NPS (Net Promoter Score) and CSAT (Customer Satisfaction Score) using number ratings, stars, or emoji scales.
Configure the flow of pages and questions for a smoother and more intuitive user experience.

Survey Analytics Dashboard

Access detailed survey results with real-time data visualization.
Analyse feedback through a monthly breakdown to monitor trends over time.
View survey responses filtered by communication channels like Email, SMS, or Chat.
Segment insights based on specific insurance products or services.
Dive deeper into individual question performance to identify strengths and improvement areas.