Overview
A leading medical insurance company partnered with Alagzoo to digitize and streamline its customer experience through mobile-first innovation.
Alagzoo collaborated closely with the client’s stakeholders to conceptualize, design, and develop mobile applications for both Android and iOS platforms. The objective was to simplify customer onboarding, automate claims submission, and provide real-time access to policy details — all within a secure and user-friendly interface.
Challenges
Before engaging Alagzoo, the insurance provider faced several operational and user experience challenges:
- Manual and paper-based insurance claim submissions led to delays and high processing costs.
- Lack of real-time visibility into policy coverage, treatment limits, and dependent details.
- Fragmented digital experience with multiple disjointed systems for policyholders and hospital networks.
- Customer dissatisfaction due to limited self-service capabilities and slow claim approvals.
- The need to ensure data security, regulatory compliance, and system integration with existing insurance backends.
Our Approach
Alagzoo applied its Agile development methodology and domain knowledge in InsurTech to deliver a scalable and secure mobile ecosystem.
Discovery & User Journey Mapping
1.
- Conducted workshops with the client’s operations, IT, and customer service teams to identify bottlenecks.
- Defined key user journeys for policyholders, dependents, and hospital administrators.
App Design & Architecture
- Designed a modern, multilingual, user-friendly UI/UX for both Android and iOS platforms.
- Built a secure integration layer with the client’s insurance core system for real-time data exchange.
2.
Development & Automation
- Implemented features for policy lookup, hospital network search, digital claims, and limit tracking per treatment or dependent.
- Enabled paperless claim submission with digital document uploads, OCR-based validation, and automated claim routing.
3.
Testing & Deployment
4.
- Conducted UAT with internal stakeholders and hospital partners.
- Deployed apps to Google Play Store and Apple App Store, ensuring compliance with both platforms’ guidelines.
Key Features Delivered
- Digital Policy Lookup – Access to coverage, limits, and hospital network.
- Paperless Claims – Submit and track claims digitally with instant confirmation.
- Dependent Management – View benefits and treatment limits per dependent.
- Hospital Finder – Search and filter hospitals based on insurance coverage.
- Multilingual Interface – Support for multiple languages for diverse users.
- Secure Login & Data Encryption – Protection of sensitive insurance data.
Results & Impact
- Achieved 70% reduction in claim processing time through automation and digital submissions.
- Improved customer satisfaction by 55% with real-time policy visibility and self-service tools.
- Reduced operational workload for the client’s service teams by 40%.
- Strengthened trust among policyholders through transparent digital communication.
- Positioned the company as a technology-forward insurer in a competitive regional market.
Takeaways & Technical Insights
This project demonstrates Alagzoo’s ability to:
- Build secure, enterprise-grade mobile applications for the insurance industry.
- Digitize complex business processes like claims, onboarding, and policy management.
- Deliver user-centric design that simplifies traditionally tedious insurance workflows.
- Integrate seamlessly with legacy insurance systems and third-party networks.
- Drive digital transformation for insurers through automation, accessibility, and experience design.
