Claim Management Software for a UK Startup

The solution delivered by Iflexion is a distributed web application for creating, storing, and managing insurance certificates and claims, as well as generating reports according to the rules predefined by the application’s end users.

Cases represent insured events, for instance, a car accident. In the event of an accident, the application triggers a predefined claim management workflow that includes fact-finding, describing participants’ actions, etc. Each case is configured according to the internal processes of an insurance company that works with it.

The case management portal is represented by a dynamic UI with two main forms: First Notice of Loss (FNOL, an initial report sent to an insurance company after a loss or damage of an insured asset) and Claim (a formal request for compensation validated by an insurance company). As soon as an insurance claim is created, the solution generates both forms.

Users can configure the FNOL form by adding the fields they need. The information initially collected in this form is used for further claim processing.

A tenant is a client (an insurance company) using the application. The number of tenants supported by the application is unlimited. All tenants work directly with the application, and there is no need to set up a new environment for each new client.

Tenants work with their own databases, which allows distributing tenants’ data across multiple locations. This isolates personal information and ensures compliance with the security requirements. In its turn, the application simultaneously works with numerous databases.

Tenants are added by our customer’s employees, who also manage subscriptions and define the cost of licenses individually for each subscribing insurance company, as the pricing depends on the functionality chosen by a tenant.

When a new tenant is created, the solution automatically generates a primary user with the “super admin” rights. This user is able to create roles and define permissions according to their company’s business processes.

Every tenant has access to the three interconnected portals that make up the SaaS platform:

• The case configuration portal for insurance case setup, creation and management of user roles, and permission-based authorization.
• The case management portal for processing the configured cases.
• The CRM portal with a variety of entities (e.g., account contact data, corporate handbooks, etc.), which are used within the configuration and case management portals.

Each tenant sets up the case configuration portal according to their company’s requirements, which covers the customizations of the data model, custom FNOL and Claim views, service offerings, and more. Tenants can add individual users and teams, add questions on the FNOL form, and define their claim processing strategies. Configured cases are then published to the case management portal.

Users can also choose whether their tasks should be created and fulfilled automatically when a certain event occurs or should only be created and fulfilled manually.

Lately, Iflexion’s team has been continuously working on incorporating data from sensory devices into the claim management workflows. IoT-sourced information is valuable for investigating insured accidents faster and more precisely, while also helping the platform stand out on the market more prominently.

Iflexion’s team was involved throughout the requirements analysis, claim management software development, and testing. In the two years of cooperating with the startup, our dedicated team has grown tenfold, from 4 to 40 specialists, who include business analysts, software engineers, manual and automated testing experts.

In line with the customer’s adopted lean startup methodology, we set up continuous deployment and iterative product releases to cut down development cycles and speed up the product’s viability discovery. This way, we could deliver the solution using a limited amount of resources while assessing end users’ specific requirements.

As project tasks were coming on a rolling basis and were highly dynamic, we gradually moved to the Kanban methodology instead of Scrum that was adopted initially, and introduced the by-feature release schedule.

We practiced quarterly planning to reduce the stress and increase productivity, with the customer visiting our development center for planning sessions every three months.