Insurance policy application flow

The challenge

Why this needed doing

The application flow is where a.s.r.'s customers hand over sensitive personal information to buy an insurance product. Security, data correctness and functional reliability were absolute requirements. Every step had to handle applicant data accurately and without fault.

It was also losing business. A share of applications failed part way through on internal errors, and every failure was a customer who did not get covered. Releases were risky enough that shipping an improvement carried its own cost.

What we delivered

• Functional expansions that let the flow support more employers, so more employees could arrange cover through it.
• A rework that brought the flow's data and functionality in line with a.s.r.'s centralised data, cutting maintenance and matching the business model exactly.
• Security scan findings processed and acted on to keep the flow compliant with data security requirements.
• Usability improvements across the steps, so fewer customers drop out of a process that is high stakes for them and central to a.s.r.
• Code quality work and modernisation of many of the underlying .NET services, plus the compliance work the flow has to pass, including full WCAG compliance on the core flow.

The result

The flow serves hundreds of thousands of users. The internal errors that used to sink applications part way through were tracked down and fixed, releases went from regularly going wrong to routine, and the expanded flow now supports dozens more employers, opening it to clients a.s.r. could not previously serve.