The challenge
Independent brokers needed claim updates from any device, but had to call an overloaded service center. Existing systems consumed much of the IT budget and made a new service experience difficult to prioritize.
OUTSYSTEMS IN ACTION / INSURANCE
How an insurer delivered a claims portal for over 3,000 brokers in three months
A claim update should help a broker answer the next question without another phone call. Explore how this insurer connected legacy information to a more useful self-service experience.
RESULTS REPORTED IN THE SOURCE
3
months to build the broker claims portal
3,000+
brokers able to access claim information
24/7
access to claim information across devices
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The insurer built an OutSystems broker portal in three months and connected it to its existing Oracle and .NET environment. Claim status, assigned suppliers and next steps became accessible through a responsive interface.
The outcome
The source reports access for more than 3,000 brokers, available around the clock. It also describes fewer customer-service calls and lower call-center costs without quantifying the reduction, followed by a customer-facing version.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make the next step as visible as the claim status.
A status label may still leave a broker needing to call. Identify the information required to explain what happens next, who is responsible and which supplier is involved. OutSystems specialists can help connect those records to a portal experience shaped around the actual service questions.
02
Modernize access without overlooking the record owner.
A new front end still depends on reliable legacy information and clear permissions. Map the authoritative claim record, update frequency and access boundaries before expanding self-service. Measure avoided calls and unresolved requests separately to understand whether the portal is actually helping.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.