The full case study
Policy Hub, step by step
On this page · 9 sections
About the business
Our team cooperated with OmniCare Solutions. They are a leading insurance provider in the United States, offering a diverse range of insurance products, including auto, life, health, and travel insurance. The company serves thousands of customers, ensuring secure and flexible coverage for individuals and businesses.
OmniCare Solutions already had an insurance management platform called PolicyHub that was used on a daily basis by their clients. But since the platform was built using outdated technologies, with time it started to suffer from slow performance, security vulnerabilities, and a subpar user experience.
On top of that, PolicyHub lacked mobile optimization, and the claims process was cumbersome. So OmniCare Solutions came to us with the request to perform an audit and modernize PolicyHub. They wanted to make the platform more scalable, modern, and functional. Plus, they wanted to fix critical UX issues that influenced users’ engagement and satisfaction.
After a focused 9-month collaboration, our team successfully transformed OmniCare’s legacy platform and delivered a brand-new mobile app. As a result, our client achieved a major leap in performance and user experience. Claims processing is now 30% faster, customer retention has increased by 40%, and cross-platform accessibility has significantly boosted user engagement. Today, OmniCare has a scalable, secure, and user-centric insurance platform that’s built for long-term growth.
Project tasks and challenges
We began our work on PolicyHub with an in-depth audit and discovered what challenges the platform faced:
- Outdated tech stack that was difficult to maintain and scale.
- Poor UX and complex UI made policy management difficult for customers.
- Slow manual claims processing caused delays and inefficiencies.
- Limited mobile accessibility. The client had a hybrid mobile app that lacked native performance and essential features.
- Scalability issues making it hard to handle a growing number of users and policies.
Keeping all the challenges and goals of our client in mind, we set the following development objectives:
- Modernize the technology stack for better performance, security, and scalability of PolicyHub.
- Redesign the UI/UX to enhance platform usability and user engagement.
- Optimize policy and claims management to reduce processing time.
- Develop a fully responsive web app with a bunch of new features and a high-performance mobile application.
- Improve customer support by integrating AI-powered assistance functionality.
Project team
- Project Manager
- Business Analyst
- 2 UX/UI Designers
- 3 Front-end Developers
- 2 Mobile Developers
- 4 Back-end Developers
- 3 QA Engineers
- Solution Architect
- DevOps Engineer
4 months for design
9 months for development
Web platform features
While modernizing PolicyHub, our team focused on enhancing its core features to deliver a more seamless, efficient, and user-friendly experience. We prioritized usability, automation, security, and cross-platform accessibility, ensuring that users can benefit from a smarter and more intuitive insurance platform. Below are the key features we added or improved to achieve these goals.
Policy Management
Users can browse, purchase, and manage diverse insurance types in one place.
Policy Comparison
We integrated a side-by-side comparison tool for evaluating different insurance options.
Cost Calculator
There is an AI-powered tool helping users to easily estimate premiums based on their data.
Active Policies
We built a dashboard that displays all active policies, renewal dates, and payment statuses.
Claims Management
Users can easily submit claims, upload their documents, and track progress in real time.
Payments & Billing
User can make secure online payments, set auto-renewals, and view transactions history.
AI Recommendations
AI tool provides personalized policy suggestions based on user behavior and life events.
Support & FAQ
We integrated AI-powered chatbot, clear knowledge base, and option to communicate with agent directly.
How key features work
Policy Comparison
All platform users can easily evaluate different insurance options side by side using policy comparison option. It helps them to make informed decisions based on policy coverage, benefits, and pricing.
This feature simplifies selection by presenting key details in an easy-to-read format and offering:
- AI-driven suggestions based on user preferences and risk profiles.
- Cost and benefit analysis with breakdowns of premiums, discounts, and long-term value of a certain insurance.
- Instant purchase allows users to proceed with policy selection in just a few clicks when they are through with comparison.
Insurance Details
This feature streamlines policy application and selection of suitable coverage by asking users to fill in key insurance details, ensuring accuracy and compliance.
It enhances the policy coverage selection process with:
- Pre-filled fields & smart validation to reduce manual errors and speed up form completion.
- Tailored coverage suggestions based on inserted details for personalized policy options.
- Seamless data integration with registration databases and insurers for a hassle-free experience.
This advanced feature ensures a faster, more accurate, and user-friendly insurance application process that positively influences user engagement.
Insurance Cost Calculator
Our client wanted to integrate an AI-powered smart tool that could provide users with instant insurance cost estimates based on their personal needs and risk profile data.
Insurance cost calculator helps individual users and businesses make way more informed financial decisions before selecting and buying any insurance type. Here is what else this feature offers:
- Multi-policy comparison, including generating quotes for different insurance types (auto, life, health, and travel) side by side.
- Adjustable coverage limits, deductibles, and add-ons so that users can see how they impact costs.
Payments & Billing
This feature offers a secure and seamless way for users to manage their insurance payments. We added to PolicyHub an insurance payment schedule, allowing users to plan and automate their payments with greater control and flexibility.
The schedule feature enables users to set recurring payments based on their preferred timeline—monthly, quarterly, or annually—helping them avoid missed deadlines and policy lapses.
PolicyHub also an integrates with the cards stored in Apple Wallet/Google Pay for quick and convenient access.
It also supports multiple payment methods, including credit/debit cards, bank transfers, and autopay, ensuring flexibility and convenience. Users can set up auto-renewals to prevent policy lapses and receive timely reminders for upcoming payments.
A detailed transaction history allows users to track their past payments, view invoices, and download receipts. The system also provides real-time updates on billing status, helping users stay informed about due amounts and renewal dates.
Mobile App
Before the modernization, PolicyHub had no mobile app, limiting user accessibility and engagement. Our team designed and developed a high-performance mobile app from scratch, ensuring a seamless, cross-platform experience for both iOS and Android users.
From UX/UI design to backend development, we built the app end-to-end, focusing on usability, speed, and real-time functionality. Below are the key features of a mobile app that make it a game-changer for PolicyHub users.
Mobile App Features
Doctor Appointment Booking
Users can schedule doctor appointments, specify their symptoms, and select a convenient time and clinic.
Digital Wallet Integration
An app has an integration with the insurance cards stored in Apple Wallet/Google Pay for quick access.
Insurance Coverage Details
Users can check right in the app what services, clinics, and policy limits are available to them within their insurance.
Insurance Policy Archive
Users can view in the app both active and archived insurance policies they used to have.
Policy Selection & Customization
A recommendation engine helps users to select and customize insurance policies.
Touch ID / Face ID Login
We added secure biometric authentication for quick access to the application.
Branch Locator & Contact Support
There is a built-in map for finding the nearest insurance office and direct call functionality for customer support.
Personalized Assistance
We created a customized home screen that greets users and offers quick access to insurance-related actions.
Special Loyalty Programs
To increase user retention, our team added special offers and loyalty programs with tier-based benefits.
Development approach
Taking into account the legacy nature of PolicyHub, we offered our client to shift to newer tech stack as follows:
- For the web application’s front end, we recommended React, a modern, component-based JavaScript library, to facilitate the development of dynamic and responsive user interfaces. TypeScript was incorporated to enhance code maintainability and ensure higher quality.
- For mobile development, we utilized React Native with TypeScript, enabling a cross-platform experience with a shared codebase while maintaining high performance and native-like responsiveness across both iOS and Android devices.
- Given the client’s existing Microsoft infrastructure, the .NET Framework and C# were proposed for the application’s back end.
- Microsoft SQL Server was selected as the application’s database solution.
- To ensure scalability and operational efficiency, the application was deployed on the Azure cloud platform.
Outcome
We’ve modernized OmniCare’s existing solution and built a high-class mobile app that helped our client achieve:
- 30% faster claims processing due to automation and AI-driven workflows that reduced delays.
- 40% increase in customer retention due to improved UX and personalized recommendations that boosted engagement.
- Cross-platform accessibility with a mobile app, providing a seamless insurance management experience on both iOS and Android.
- Higher user engagement due to mobile app that offers push notifications, real-time updates, and a mobile-friendly payment schedule that simplified policy management.
- Better scalability and security with cloud-based infrastructure that ensured high availability and data protection, and modular architecture
Our client is completely satisfied with how the web and mobile apps turned out. They keep receiving positive feedback and observing how their client base grows.
