Policyholder experience transformation – Mobile application for claims and policy management for a leading supplementary benefits provider

Overview

The client is a Fortune 500 company, and is headquartered in Columbus, GA. The client provides supplemental insurance for individuals and groups to help pay benefits, which major medical insurance does not cover. The client’s insurance business consists of two geo segments: Japan and U.S. The client designs insurance products in the United States to provide supplemental coverage for people with medical or primary insurance coverage. However, the client also offers life insurance, along with stand-alone dental and vision coverage.

Challenges

• The client’s legacy claims mobile app was built on the Capriza platform, which was nearing the end of support. There was no backup application in the event Capriza had a fatal non-recoverable event.
• The legacy web app was not responsive and Capriza mobile app was built on screen scraping technology, which incurred additional maintenance costs to the client each year.
• Users were unable to complete their tasks due to legacy app latency issues and lack of customer engagement.
• The current platform was not scalable to meet future needs due to the rigid architecture.
• Several internal server errors occurred while using the app. Content was not easily searchable.
• There was a consistent drop in customer satisfaction experience, which resulted in low scores on the app store.

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