IUA Business Solutions: Insurance Client Self-Service Portal

Project Overview

IUA Business Solutions needed a comprehensive client self-service portal to empower policyholders with 24/7 access to their insurance information and services. TTD Consulting provided a dedicated managed team, including a Tech Lead and experienced developers, to design, build, and maintain a user-friendly Progressive Web App (PWA) portal that transforms the policyholder experience.

Our managed team works closely with IUA to continuously develop and enhance the PWA portal, enabling policyholders to view their policies, create and track claims, download policy documents, upload claim documents, and manage their insurance needs online all with white-label capabilities for customized branding, offline functionality, and app-like experiences across all devices.

The Challenge

IUA Business Solutions faced several critical challenges in providing digital self-service to their policyholders:

• User Experience: Creating an intuitive, user-friendly interface accessible to policyholders with varying levels of technical expertise.
• Document Management: Implementing secure systems for uploading, storing, and retrieving policy documents and claim attachments.
• Claims Processing: Enabling policyholders to create claims online with proper validation, documentation, and tracking capabilities.
• White-Label Capability: The portal required flexible branding and customization options to support different business partners and market segments.
• Security and Privacy: Ensuring robust authentication, data encryption, and compliance with insurance industry regulations for handling sensitive customer information.
• Mobile Accessibility: Providing full functionality across all devices, from smartphones to desktop computers.

Our Solution

TTD Consulting provided a dedicated managed team to IUA Business Solutions, delivering comprehensive technical leadership and development expertise. Our Tech Lead spearheaded the design and development of an enterprise-grade client self-service portal built on a modern technology stack, while our development team continues to build, maintain, and enhance the solution.

Architectural Design

The solution was built as a Progressive Web App (PWA) on a robust, scalable architecture designed for maintainability and optimal user experience:

• Progressive Web App (PWA): Built with PWA capabilities including service workers for offline functionality, app manifest for installability, and push notifications for enhanced user engagement.
• Backend Services: Built with C# .NET Core to deliver high-performance, reliable services for all business requirements.
• Frontend Application: Developed using Angular with Angular Material for a modern, responsive user interface that works seamlessly across all devices.
• Database Layer: Utilizing Microsoft SQL Server for reliable, high-performance data storage and management.
• Hosting Infrastructure: Deployed on-premises using Microsoft IIS for reliable, high-performance hosting with full control over the infrastructure.
• DevOps & Monitoring: Leveraging GitHub for source control, Azure Pipelines for CI/CD automation, and Azure Application Insights for comprehensive application performance monitoring and diagnostics.

Key Features Implemented

• Policy Viewing: Comprehensive dashboard displaying all active and historical policies with detailed coverage information, premiums, and policy terms.
• Claims Creation: Intuitive workflow for policyholders to submit new claims with guided steps, validation, and real-time status updates.
• Claims Tracking: Real-time claims status monitoring with detailed history, milestones, and communication logs.
• Document Downloads: Secure access to policy documents, certificates, schedules, and other insurance paperwork in PDF format.
• Document Uploads: Drag-and-drop interface for uploading claim documents, supporting multiple file formats with automatic validation and virus scanning.
• Secure Authentication: Multi-factor authentication with JWT-based security ensuring protected access to sensitive policyholder information.
• White-Label Branding: Fully customizable interface allowing complete branding customization for different partners and market segments.
• Responsive Design: Mobile-first design approach ensuring seamless experience across smartphones, tablets, and desktop computers.
• PWA Capabilities: Installable on devices, offline functionality for viewing cached policies and claims, and push notifications for real-time updates.
• Notifications: Automated email and in-app notifications for policy updates, claim status changes, and important reminders.

Technical Excellence

The project maintained the highest standards of software development:

• Code Quality: Implemented comprehensive unit testing with Jasmine, integrated SonarQube for continuous code quality monitoring, and enforced strict coding standards.
• Agile Development: Led the team using Scrum methodology with Azure DevOps for sprint planning, tracking, and delivery.
• CI/CD Pipeline: Established robust Azure Pipelines for automated testing, builds, and deployments to on-premises IIS servers, ensuring rapid and reliable releases.
• Monitoring & Analytics: Implemented Azure Application Insights for real-time application performance monitoring, detailed diagnostics, and proactive issue detection.
• Development Tools: Leveraged Visual Studio, Visual Studio Code, and PowerShell for efficient development and automation.
• API Development: Designed RESTful APIs using C# .NET Core with comprehensive JSON-based data exchange and JWT security.

Managed Team Model

TTD Consulting provides IUA Business Solutions with a dedicated managed team that operates as an extension of their organization:

• Tech Lead: Providing technical leadership, architectural direction, and strategic guidance throughout the development lifecycle
• Development Team: Dedicated developers working full-time on building, maintaining, and enhancing the platform
• Continuous Collaboration: Working closely with IUA stakeholders to understand business requirements and translate them into effective technical solutions
• Quality Assurance: Conducting code reviews, ensuring adherence to best practices, and maintaining high code quality standards
• Ongoing Support: Providing continuous development, technical debt management, and performance optimization
• Knowledge Transfer: Fostering a culture of technical excellence and continuous improvement within the team

Results & Impact

The successful delivery of the client self-service portal delivered significant business value: