Policyholder self service portal for Intégrity Seguros: filing claims online

Intégrity Seguros serves its policyholders by phone and through its brokers. That setup works for the routine and fails exactly where it matters most.

A claim is when the customer needs their insurer most, and it is precisely when the phone channel turns out to be the slowest and most frustrating.

• Filing depends on a call: the procedure starts when someone picks up, not when the customer needs it.
• No status visibility: knowing how the claim advances means calling again.
• Documents on request: coverage certificates, policies and proofs were issued one at a time.

The cost is paid twice: in the policyholder's experience and in the volume of a channel that does not scale.

We designed and built the portal where policyholders resolve on their own what previously required a call, in two chained stages.

First the user experience for every screen, and only on that validated design the development.

Design before code

• Definition of the experience and design of every portal screen in a prototyping tool, covering the full journey.
• Interface component guide and prior mockups to validate with the company before building.

Claims, the core

• Online claim filing, with listing and detail of the policyholder's claims.
• Generation of the repair or replacement order, and reimbursement management.
• Download of the claim record and the policy certificate.

The routine, also resolved

• Policy listing and detail, coverage certificate and policy download, and outstanding installment queries.
• Listing, viewing, download and upload of attachments by the policyholder.
• Login, registration, profile, password change and user administration with account blocking and unblocking.

Architecture and technology

• Modern front end with architecture and integration defined by a software architect.
• The portal consumes the company's services instead of duplicating business rules.

Learn more about software development.

The most urgent procedure stopped depending on someone picking up the phone.

Starting point

• Claim filing and tracking resolved by phone or through the broker.
• Policy documentation issued on request.
• No self service channel for the policyholder.

Strategic impact

• Filing starts when the customer needs it, not when someone is available.
• The repair order and the reimbursement are handled where the claim was filed.
• Validating the design before development avoided redoing screens over written code.
• Business rules stayed in the company systems, with no duplication in the portal.