Client
A multinational insurance corporation offering life, health, motor, and commercial insurance products.
Client Background
The insurer serves millions of policyholders and partners, yet its customer experience was fragmented across multiple portals, backend applications, and manual workflows. Growing competition and digital expectations required a modern, unified digital servicing experience.
Client Challenge
Customers faced difficulty accessing policies, filing claims, making payments, or updating information due to fragmented portals and inconsistent experiences. Manual claims reviews caused delays, while backend processes lacked automation. High call-center volumes burdened operations.
Agents and partners struggled with limited visibility into customer interactions due to segregated systems. Security vulnerabilities and outdated authentication mechanisms added to the challenge. The client needed an end-to-end digital transformation that unified the customer experience and reduced operational overhead.
Xevyte Solution
Xevyte built a unified digital service platform consolidating policy details, claims workflows, payments, documentation, and support interactions. The platform featured a responsive mobile-first design with secure identity and access controls delivered via Xevyte’s CENTRA IAM solution.
API-led integration connected core insurance systems, underwriting modules, CRM, and partner platforms, enabling real-time data exchange. Claims processing was automated with rule-based engines and document classification. Personalized dashboards, chat-assisted support, and seamless self-service improved customer engagement.
Business Impact
Call-center dependence dropped by 60%, and customer satisfaction improved significantly. Claims turnaround time reduced by 50% due to automated workflows. Over 90% of customers adopted the digital portal within months. Operational efficiency increased with unified backend visibility and seamless partner collaboration.
Key Capabilities Delivered