A high-friction customer journey, rebuilt for conversion.
A rebuild of the customer acquisition and servicing journey. Intake simplified. Underwriting modernised. Claims visibility restored.
- Duration
- 11 months
- Squad
- Delivery partner · 5 engineers · 2 product designers · 2 data engineers
- Status
- Live in production
What we walked into.
A major health insurer's customer journey had been built in the paper era and ported forward. Intake took a week. Underwriting was opaque. Claims status was a phone call. Every new product launch added a layer of glue rather than a layer of capability. Something had to break.
What Safemode did.
- 01
Redesigned the top five customer journeys (quote, intake, policy issuance, claims, servicing) against a fixed 'time to value' budget per journey.
- 02
Modernised the underwriting stack onto a cloud-native platform with a clean separation between policy logic, data and workflow.
- 03
Built a claims visibility layer that gives the customer and the servicing agent the same view of where a claim is, in real time.
- 04
Wrapped the whole programme in a delivery cadence that trained the insurer's own teams to keep shipping after we left.
What moved.
The five customer journeys moved to a cloud-native, digital-first operating model.
Customer satisfaction and NPS improved meaningfully against baseline across each journey.
Underwriting turnaround times fell and were made visible to the operating team for the first time.
The insurer now ships new products on the platform it owns, not the platform it inherited.
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Let’sbuildyoursystemnext.
Thirty minutes with someone who’d be doing the work. No slide deck, no intake form. We’ll tell you what’s feasible, where you’ll hit friction, and what we’d pick up first.