Insurance & InsurTech
Customer portals, claims automation, and core insurance integrations. Digital policy servicing from first notice of loss to payout.
About this industry
Insurers, agents and brokers now compete on speed of service. Customers expect to buy a policy, report a claim and track its status online without phoning or emailing scans. We build insurance customer portals, premium calculators and claims systems that shorten that journey and take pressure off the back office.
Most manual work hides in documents: claim forms, repair invoices, medical records and photos. Claims automation combines AI for document classification and data extraction with business rules and integration into core insurance systems. Disputed cases stay with claims handlers, and AI prepares a complete file for them.
The industry operates within a dense regulatory framework. IDD shapes the sales process and disclosure duties, Solvency II affects data quality and reporting, DORA covers system resilience and oversight of IT providers, and the AI Act applies to risk assessment and pricing models in life and health insurance. We build these requirements into the processes themselves.
How we deliver
Process Audit
Analysis of the policy and claim journey - stages, claim volumes, and bottlenecks.
UX Design
Self-service portal accessible to every policyholder group, plus a panel for adjusters.
Development & AI
Models trained on claim types and documentation, with core insurance integration via API.
Pilot & Scale
Rollout on a selected claim type, decision quality monitoring, and gradual expansion.
Key challenges
Customer Portal
Policy overview, claim submission, and payment history without calling support.
Claims Automation
Document classification, damage assessment, and routing claims to the right adjuster.
Fraud Detection
Identifying duplicate claims and inconsistencies in claim documentation.
Core Integrations
Connecting policy administration systems, DMS, and notification channels.
Document Handling
Secure upload, OCR, and validation of files attached to a case.
Data Protection
Encryption, access control, and GDPR compliance for policyholder data.
Compliance and security
IDD
The Insurance Distribution Directive requires, among other things, a demands-and-needs assessment, product information documents and conflict of interest management. For online sales we implement needs questionnaires, document presentation before the contract is concluded and archiving of the full customer journey.
Solvency II
The solvency regime for insurers sets requirements for risk management, data quality and supervisory reporting. The systems we build keep policy and claims data consistent, complete and traceable, which makes reporting and actuarial work considerably easier.
DORA
Insurers are in scope of DORA, and their ICT providers must meet requirements for security, business continuity and incident handling. We provide monitoring, testing, disaster recovery plans and the documentation an insurer needs to assess us as a supplier.
GDPR
Life and health insurance involves processing health data, and automated decisions may fall under Article 22 GDPR. We implement data minimisation, encryption, audit trails and human review of decisions made with the help of algorithms.
Frequently asked questions
How much does a customer portal or claims system cost?
A customer portal with policies, claim reporting and payments usually falls within EUR 8,000 - 28,000. Claims automation with AI document analysis and core system integration is more often EUR 19,000 - 47,000+. Integrations with existing systems have the biggest impact on budget, so we start by reviewing them and mapping how data flows between them.
Can AI decide on claim payouts by itself?
Technically yes, but it is rarely a good idea. AI is excellent at triaging claims, extracting data from documents and flagging suspicious cases. Fully automated decisions are best limited to simple, low-value claims with clear rules, and customers should be able to request human review, which GDPR also requires for many automated decisions.
Will a new system connect to our core insurance platform?
Yes, that is standard in our projects. We connect through APIs, message queues or, for older systems, an intermediate integration layer. A portal or AI module does not replace the policy administration system; it extends it with a new service channel. That way you can improve customer experience without risking a replacement of your core platform.
How can an insurer's call centre be automated?
We start with repetitive calls: claim status, premium due dates or changes of contact details. With call centre automation, an AI voice agent handles these on its own and passes harder cases to an agent along with a call summary. Transcripts also support quality control and help spot recurring customer problems.
Have a project in mind?
Let's discuss your needs. Book a free consultation and learn how we can help bring your vision to life.
