Client challenge
The client faced significant limitations with their legacy digital portals, which hindered both direct-to-consumer and broker-driven sales. The existing systems lacked flexibility, modern user experience, and integration capabilities, resulting in low conversion rates and operational inefficiencies. Additionally, the First Notice of Loss (FNOL) process was fragmented and outdated, leading to customer dissatisfaction and increased handling times.
Acini’s Solution – New Custom Portal Implementation for Guidewire Suite
Acini played a key role in delivering analytical and technical leadership during the transformation from Legacy Digital Portals to custom portal to support sales and service. Our senior analysts and experienced developers partnered closely with the client to ensure a smooth and value-driven transition from the legacy environments.
Key contributions included:
- Designed and implemented high-performing sales and policy administration portals leveraging PolicyCenter for both direct-to-customer and broker-driven channels.
- Delivered a comprehensive set of APIs enabling a seamless FNOL journey, providing both technical expertise and an architectural solution that enhances customer experience and operational efficiency. Our solution was the backbone for a modernized Digital FNOL (First Notice of Loss) portal, fully leveraging ClaimCenter functionality.
- Enhanced and maintained unique solutions tailored for the tele-sales channel, including dynamic screen rendering based on virtual product setup.
Business Impact – Improved Direct Channel Sales Results, Enabled Broker Efficiency for Service and Sales, and Improved Customer Experience for Claims.
Acini helped to lead the Business Analysis track, supported architectural decisions, and delivered with a high-performing team of developers. By collaborating with the client, we enabled:
- Significant increase in direct travel insurance sales compared to legacy portals.
- Improved adoption with a user experience that delights both end-customers and brokers.
- Boosted broker efficiency and satisfaction that brought a modern, unified experience across multiple countries.
- Reduced IT costs through efficient use of the Guidewire platform and lean, custom-built Digital portals.
This initiative positioned our client to lead the way in digital services—offering more to their partners and customers, while spending less on maintaining legacy complexity.