Company: Nagarro Enterprise Services India Pvt Ltd.
Period: December 2023 – Present

Project Overview

The E-Claim Management System aims to overhaul the insurance claim management process by developing a comprehensive platform to streamline claim processing, enhance customer satisfaction, and reduce operational costs. This system handles various aspects of insurance claims, including incident reporting, claim processing, customer communication, and backend operations.

Problem Statement

Traditional insurance claim processes are manual, time-consuming, and prone to errors. Customers face delays and lack transparency in claim status. A robust system is needed to automate and manage the entire claim lifecycle, ensuring quick, accurate, and transparent claim handling.

Project Scope

• Key Deliverables: Creation of a robust platform for managing insurance claims, accessible via a customer portal and mobile app.
• Boundaries: Ensuring compliance with insurance regulations, data security standards, and supporting both on-premises and cloud deployments.

Objectives

Primary Objectives:

• Automation: Automate the insurance claim process, reducing manual intervention and errors.
• Transparency and Efficiency: Provide real-time updates and a transparent claim tracking system.

Secondary Objectives:

• Scalability and Flexibility: Design a system that scales with the growing user base and adapts to changing requirements.
• Improved User Experience: Ensure the system is user-friendly and accessible via web and mobile platforms.

Methodology

The project was executed using Agile methodology, with regular sprints and iterative improvements based on feedback.

Roles and Responsibilities

Technical Lead and Developer:

• Designed the architecture and implemented key components of the e-claim system.
• Managed a team of developers, providing technical guidance and ensuring timely delivery of features.

Team Members:

• Manager: Sachin Kapoor
• Team: Nitin Rahane, Vishal Sharma

Technologies Used

• Frontend: React (Web), React Native (Mobile App)
• Backend: .NET Core
• Database: MongoDB
• Message Queuing: RabbitMQ
• API Gateway: KONG API Gateway
• Serverless Functions: OpenFaaS for document and report processing
• Document Storage: Azure Blob Storage or OpenStack Swift
• Identity Management: Keycloak for Identity and Access Management (IAM)

Key Result Areas

Design & Development:

• Developed a customer portal and mobile app for reporting incidents, submitting documentation, and tracking claim status.
• Implemented backend services for document management, logging, monitoring, report generation, and notifications.

System Integration:

• Integrated with third-party services for payments and additional service providers.
• Ensured seamless data flow and communication between various system components.

Modules and Their Purposes

Customer Portal and Mobile App:

• Purpose: Allows customers to report incidents, upload documents, and track claim status.
• Features: User-friendly interface, real-time updates, document submission, claim status tracking, integration with Google Maps API for locating partner repair workshops and setting up appointments.

Claims Management Service:

• Purpose: Processes all claims from initiation to resolution.
• Features: Communicates with the database to update claim status and retrieve information, interacts with the Notification Service for customer updates.

Document Management Service:

• Purpose: Handles storage and retrieval of claim-related documents.
• Features: Uses Azure Blob Storage for scalable and secure storage.

Notification Service:

• Purpose: Sends real-time notifications to users.
• Features: Multi-channel delivery via SMS, email, and app notifications.

Payment Service:

• Purpose: Manages transactions for claim payouts and customer payments.
• Features: Secure and efficient payment processing.

Third-Party Integration Service:

• Purpose: Facilitates communication with external services like car rental systems and workshop management systems.
• Features: API integrations and secure data exchange.

Challenges and Solutions

Data Security and Privacy:

• Challenge: Ensuring the security and privacy of sensitive customer data.
• Solution: Implemented robust encryption practices, secure API gateways, and compliant data handling procedures.

System Scalability:

• Challenge: Handling potential increases in user numbers and data volume.
• Solution: Designed for horizontal scalability with technologies like MongoDB and RabbitMQ for load balancing and data management at scale.

User Experience:

• Challenge: Making the system intuitive and user-friendly.
• Solution: Conducted multiple rounds of user testing and feedback sessions to refine the UI/UX.

Outcomes

Improved Claim Processing:

• Reduced average claim processing time by 40%.
• Decreased manual errors by 65%.

Customer Satisfaction:

• Improved customer satisfaction ratings due to quicker claim resolutions and transparent communication channels.

Lessons Learned

User-Centric Design:

• Importance of engaging with end-users to ensure the system meets their needs effectively.

Effective Team Collaboration:

• Value of fostering collaboration within the team to ensure timely delivery and high-quality outcomes.

Scalability Considerations:

• Designing systems that can easily scale with a growing user base and data volume.

Future Recommendations

Enhanced Analytics:

• Develop more sophisticated analytics features to provide deeper insights into claim processing performance.

Machine Learning Integration:

• Explore machine learning for predictive analytics and improved fraud detection.

Extended Training Programs:

• Provide ongoing training to ensure users fully leverage the system’s capabilities.

Mobile Accessibility:

• Consider extending functionalities to mobile platforms for on-the-go access.

Visuals and Documentation

Currently, no specific visuals or documentation are provided.

Acknowledgments

Manager: Sachin Kapoor
Team Members: Nitin Rahane, Vishal Sharma