The challenge
A major storm exposed the limits of handling first loss notifications and status questions through a busy call center. The insurer needed a new digital channel before the next hurricane season.
OUTSYSTEMS IN ACTION / INSURANCE
How an insurer launched a first-notice-of-loss portal in eight weeks
The first claim notification should help the response team take the right next step. Explore this insurer’s digital channel and the delivery choices behind its time-sensitive launch.
RESULTS REPORTED IN THE SOURCE
8
weeks to launch the first-notice-of-loss portal
≈2,700
claim-status visits during the subsequent hurricane response
24/7
online claim submission and status access
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The insurer and a specialist team built an OutSystems claims portal integrated with its core system. Policyholders could submit and follow claims, while severity information helped route work to the appropriate response.
The outcome
The portal went live in eight weeks. During a subsequent hurricane, the source reports close to 2,700 claim-status visits alongside approximately 4,000 claims; the visits are not a count of unique people or a measured number of calls avoided.
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
Design the first notification around the response it needs.
A form is useful when its information helps the service team understand urgency and take the next action. Define the required evidence, routing rules and exception review with claims owners. OutSystems professionals can reinforce the application workflow while claim assessment and customer decisions remain with the insurer.
02
Test the service journey before a demand spike.
A disaster-response channel needs realistic testing of integrations, incomplete submissions and status updates. Agree which journeys the launch must prove and how teams will support exceptions. Capacity and operational planning should reflect your own expected demand rather than assuming another insurer’s event volume will apply.
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.