Intact Platform marks a significant leap in the digitalization of the insurance process, representing a paradigm shift for Intact as a company. In an era where quick and seamless access is a standard expectation, Intact was still operating with an unintuitive website that turned basic navigation into a challenge. The insurance process was almost entirely paper-based, from applications and forms to approvals and archiving — a slow and error-prone system that made management difficult and tested clients' patience.
With the new platform, the entire experience has been transformed into one that is digital, streamlined, and accessible. Clients can now compare, select, and purchase insurance policies within minutes, from anywhere, saving valuable time. Meanwhile, the Intact team benefits from an organized and efficient internal system that eliminates administrative complexity, enabling modern, transparent, and paperless management.
Intact Platform is more than just a technological upgrade — it’s a comprehensive solution that brings insurance into the digital era, offering clients effortless and instant access while providing the team with uncompromising management efficiency.
Business Objectives
- Digitalization of the insurance process: Transforming the entire insurance workflow from a manual, paper-based process into an electronic system, thereby eliminating the need for physical documents and significantly enhancing operational efficiency.
- Increasing accessibility and customer satisfaction: Creating a simplified user experience that allows customers to access, compare, and purchase insurance policies quickly and intuitively.
- Optimizing policy management: Developing more efficient internal management functionalities, enabling the Intact team to easily handle policies, customer information, and real-time updates with minimal effort.
- Reducing acquisition and processing time: Significantly cutting down the time required to purchase insurance policies by eliminating manual steps and providing a fully digital and fast process.
Goals
The primary goal of the Intact Platform project is to revolutionize the insurance process by transitioning it from a manual, paper-based system to a fully digital and seamless experience tailored to modern client needs. This transformation aims to not only enhance operational efficiency but also to provide users with an intuitive and efficient way to manage their insurance requirements.
- Simplifying access to insurance policies: By creating a streamlined and intuitive interface, the platform ensures that users can easily find and access the insurance products they need. This eliminates the frustration often associated with navigating cumbersome systems or relying on outdated processes.
- Optimizing the process of comparing offers: One of the core features of the platform is the ability for users to compare multiple insurance options side by side. This empowers them to make informed decisions quickly and confidently, based on transparent and easily accessible information.
- Enhancing the overall user experience: The platform has been designed with a user-first approach, focusing on simplicity, speed, and accessibility. Whether clients are purchasing a policy, managing their account, or reviewing their coverage, every step of the process is optimized to deliver a hassle-free and enjoyable experience.
Requirements
The project required the implementation of key functionalities to ensure the platform meets the needs of both users and the Intact team:
- Support for multiple types of insurance: The platform needed to provide access to a variety of insurance policies, including auto, health, and home insurance. It was essential to present clear details for each policy type and enable users to compare options quickly and effectively.
- Secure online payment processing: A robust and secure payment system was integrated to protect customers’ personal and financial data, ensuring a safe transaction environment for purchasing insurance policies.
- Mobile optimization: To meet modern user expectations, the platform was designed to be fully responsive and functional across all devices, including smartphones and tablets. This ensures that users can access the platform anytime, anywhere, without compromising on performance or usability.
Outcome
The Intact Platform successfully achieved all its initial objectives, transforming the user experience and significantly enhancing customer satisfaction. Among the most notable results was a 70% reduction in the time required to purchase insurance policies, streamlining the entire process and making it more efficient for users.
Additionally, the platform delivered a substantial improvement in user satisfaction, as evidenced by positive feedback and a marked increase in the conversion rate. Clients now benefit from a seamless, intuitive, and fast digital experience, which has strengthened their trust in Intact's services.
The platform has been designed with scalability and continuous improvement in mind, allowing it to evolve by integrating new features and adapting to changing market demands and customer needs. Intact Platform sets the stage for sustained growth and innovation in the insurance industry, ensuring it remains a reliable and forward-thinking solution.
