Insurance Management Platform Development (Case Study)

Project Plan

Task

Design & Development of an insurance management platform

Team

PM, Business Analyst, UX Researcher, UI/UX Designer, 2 Front-end Developers, 2 Back-end Developers, QA, DevOps

Duration

4 months

Scope

30 web screens + 40 mobile app screens

Overview

Our customer, ApexAssure from the USA, faced a challenge with simplifying policy administration and engaging more users from insurers and agents to policyholders. To accomplish this project, we had to dive deeper into market research and customer needs that could be covered by our services.

ApexAssure decided to cooperate with our team as we have experience working with this industry and implementing management solutions for enhanced productivity and experience. Our developers, business analyst, QA, DevOps, and other tech experts worked on this platform to help our client receive top-tier outcomes.

Deliverables

Results

Once requirements were locked in, development kicked off with a clear focus on delivering a management solution that drives efficiency and productivity. Thanks to AI-powered automation, ApexAssure cut claims processing time by 35%, freeing managers to prioritize urgent issues.

Customer engagement rose 26%, thanks to instant data access and clear reports that simplify decisions. Handling requests became more intuitive, supported by a WebSocket system managing 5,000+ policy events weekly and 99.9% uptime, setting the stage for expansion into new regions and sectors.

Dashboard

Leads

Quotes

Reports

Tickets

Mobile App

Dashboard

Leads

Quotes

Reports

Tickets

Mobile App

Information Architecture

The interface may seem simple, but it’s backed by a modular NestJS + GraphQL structure that scales effortlessly. PostgreSQL serves as the data engine, Redis optimizes state, and WebSockets deliver instant updates across claims and customer service tools.

The system’s interface was broken down into eight functional areas, each one intuitive and built to minimize admin overhead. From policy summaries to real-time alerts, everything’s accessible within seconds.

Information Architecture

Technologies We Used

Under the hood, the system hums with precision. Each component supports high-speed interactions, clean data transitions, and enterprise-level protection.

Front-end

React.js

Back-end & API

NestJS

GraphQL

Data & Realtime

PostgreSQL

Redis

WebSockets

Infrastructure

AWS

Docker

Integrations

Firebase Auth

Stripe API

OpenAI API

Security

Security was a foundational layer, not an afterthought. Every mechanism was selected to protect user data and ensure integrity across platform interactions.

Firebase Authentication handles login, identity verification, and session persistence.

JWT-based authorization manages permissions with strict backend validation.

Stripe API ensures PCI-compliant processing for subscriptions and payments.

Token-authenticated WebSockets protect live updates and sensitive triggers.

AWS CloudWatch and tailored logs provide constant monitoring and traceability.

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Platon Tsybulskiy

CTO

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User persona

Sales & Claims Manager

Age:42

Status:Married

Location:Chicago, IL, USA

Proactive

Organized

Empathetic

Efficient

Biography

, 42, is a Sales & Claims Manager at a regional insurance firm in Chicago. With 15+ years of experience, he manages clients and claims while leading a mid-sized team. He values efficiency, clear data, and seamless workflows, and seeks an all-in-one platform to reduce manual work and boost client satisfaction.

Personality

Loyal

Frickle

Introvert

Extravert

Analytical

Creative

Goals

Track leads and client activity efficiently
Manage and resolve claims quickly
Offer personalized policy recommendations
Monitor team performance and status updates

Motivation

Improve client satisfaction
Close more deals faster
Streamline claim processing
Gain insights from client data

Needs

Centralized lead & claim tracking
Real-time status updates
Easy team collaboration
Tools for upselling and cross-selling

Frustration

Juggling multiple platforms
Lack of visibility on claim progress
Slow manual data entry
Missed follow-ups or renewals

Sales & Claims Manager

Age:42

Status:Married

Location:Chicago, IL, USA

Proactive

Organized

Empathetic

Efficient

Biography

Personality

Loyal

Frickle

Introvert

Extravert

Analytical

Creative

Goals

Track leads and client activity efficiently
Manage and resolve claims quickly
Offer personalized policy recommendations
Monitor team performance and status updates

Motivation

Improve client satisfaction
Close more deals faster
Streamline claim processing
Gain insights from client data

Needs

Centralized lead & claim tracking
Real-time status updates
Easy team collaboration
Tools for upselling and cross-selling

Frustration

Juggling multiple platforms
Lack of visibility on claim progress
Slow manual data entry
Missed follow-ups or renewals

User journey map

	Entice	Enter	Engage	Exit	Entend
Touch Points	Targeted ads User reviews Policy comparison teaser Insurance tips content	Quick sign-up Needs assessment Feature demo Welcome email	Smart dashboard showing active policies & statuses Notifications for renewal, claim updates, and actions AI-based suggestions for better insurance deals Integrated chat or support for resolving claims	Usage summary Easy cancel/switch Feedback survey Data export	Renewal rewards Reminder emails Bundle offers Monthly reports

	Research	Sign Up	Platform usage	Achievements	Share experience
User goals	Explore options Compare plans Find trust Learn basics	Start quickly Get personalised offers Access all tools in one place Feel secure sharing info	Monitor policies in one view Get reminders and updates File and track claims easily Improve coverage over time	Save time Save money Settle claims Stay insured	Recommend to friends Leave a review Share success story Provide feedback to improve
User questions	What insurance do I need? Which plan is best? Is this platform legit? How does it work?	Is sign-up easy? What info is required? Will I get personalised help? Is my data safe?	How do I view all my insurance policies in one place? Will I get alerts for renewals or expirations? How do I file and track a claim here? Can I compare my policies with better deals? How do I update my personal or policy info? Are there tips to improve coverage or save money?	Am I saving money? Did my claim go through? Is my coverage complete? What’s next?	How do I leave a review? Can I refer friends? Where to send feedback? Is there a loyalty program?
Solutions	Educational blog and FAQ Smart comparison tool Verified user reviews Clear platform walkthrough	Quick sign-up Onboarding guide Secure data Smart suggestions	Unified dashboard for all policies Real-time alerts and reminders Easy claim submission flow Smart recommendations engine	Savings summary Claim tracker Policy tips Coverage check	Review prompt Referral rewards Quick feedback form Shareable summary

	Entice	Enter
Touch Points	Targeted ads User reviews Policy comparison teaser Insurance tips content	Quick sign-up Needs assessment Feature demo Welcome email

	Research	Sign Up
User goals	Explore options Compare plans Find trust Learn basics	Start quickly Get personalised offers Access all tools in one place Feel secure sharing info
User questions	What insurance do I need? Which plan is best? Is this platform legit? How does it work?	Is sign-up easy? What info is required? Will I get personalised help? Is my data safe?
Solutions	Educational blog and FAQ Smart comparison tool Verified user reviews Clear platform walkthrough	Quick sign-up Onboarding guide Secure data Smart suggestions

	Engage
Touch Points	Smart dashboard showing active policies & statuses Notifications for renewal, claim updates, and actions AI-based suggestions for better insurance deals Integrated chat or support for resolving claims

	Platform usage
User goals	Monitor policies in one view Get reminders and updates File and track claims easily Improve coverage over time
User questions	How do I view all my insurance policies in one place? Will I get alerts for renewals or expirations? How do I file and track a claim here? Can I compare my policies with better deals? How do I update my personal or policy info? Are there tips to improve coverage or save money?
Solutions	Unified dashboard for all policies Real-time alerts and reminders Easy claim submission flow Smart recommendations engine

	Exit	Entend
Touch Points	Usage summary Easy cancel/switch Feedback survey Data export	Renewal rewards Reminder emails Bundle offers Monthly reports

	Achievements	Share experience
User goals	Save time Save money Settle claims Stay insured	Recommend to friends Leave a review Share success story Provide feedback to improve
User questions	Am I saving money? Did my claim go through? Is my coverage complete? What’s next?	How do I leave a review? Can I refer friends? Where to send feedback? Is there a loyalty program?
Solutions	Savings summary Claim tracker Policy tips Coverage check	Review prompt Referral rewards Quick feedback form Shareable summary

Functionality

Clear segmentation of functionality helps users interact with the system efficiently. These core panels were developed to keep daily operations smooth and reporting tools always within reach.

Home page

A comprehensive overview is vital for insurance business, so we placed this tab at the very beginning. Here, managers can check all crucial data, for example, the first thing is an overview of policies sold, new leads and renewals for the past month or else. Also, they can sell a service for any case, from commercial to health, and receive quick access to offline requests and support tickets.

Reports panel

Visualization is the key to successful analysis, that’s why we implemented graphs for yearly sales with total numbers for views, bestsellers, and leads. Managers are able to examine any report with advanced filters and sorting features, import or export data for sharing, edit the chosen one, and more.

Tickets management

Admins have the ability to check every signed ticket, with a short description of the problem, date, status, for example, “Urgent,” “Update,” “Technical,” or else for quick selection. There are also functions to add a new ticket, filter, and sort the existing ones to find what’s requested. Such functionality is designed and implemented for better workflow without delays and confusion.