FeatureThe largest insurance company in Kuwait, Gulf Insurance Group-Kuwait offers insurance products and services to different sectors including automotive, marine and aviation, property and accident, engineering and obviously life and health insurances. In cooperation with major international insurance companies, Gulf Insurance Group-Kuwait strives to meet the needs of their customers.
Since it interacted with multiple partners and customers, the legacy application stack was a core insurance application with database level functions exposed for consumption by multiple web applications which were .net based. There was no central user, customer repository, and three separate and independent web applications were developed based on their customer requirements. They also had IoS and Android apps available which were functioning independently and not linked with other web applications.
Gulf Insurance Group-Kuwait needed to improve their digital presence, in part because their custom-built web portal, native mobile applications, and website, all used different platforms.
The lack of consolidation contributed to numerous problems including:
Delayed time to market
Developing and publishing changes and updates for so many platforms cost Gulf Insurance Group-Kuwait time and valuable additional resources.
Limited online functionality
The team did not have the bandwidth or platform capability to make more than a few products available online. Additionally, the customer portal had no claim submission or endorsement option.
Inconsistent user experience
Not only were applications disparate, but they were also siloed, meaning users got easily confused and frustrated with dissimilar interface and navigation experiences.
The search for a new solution that would be able to bring together all their platforms into one, focussed on Liferay DXP. This is a one stop solution, which hosts the website, customer portal, mobile applications, and also space for customers to make purchases.
With the assistance of Liferay Support and Liferay Platinum partner, DPS Kuwait, Gulf Insurance Group-Kuwait went live in four phases staggered over the course of one year. The unified solution is able to integrate with core insurance applications and other key technologies.
After Liferay’s implementation of DXP, Gulf Insurance Group-Kuwait developed a central content management repository for all the digital channels including web, mobile apps and KIOSK. In addition, a central product catalog and central customer base was created which was then linked to multiple backend applications such as core insurance application, medical insurance application and life insurance application.
The new stack was seamlessly integrated with Gulf Insurance Group’s customer care system to give a holistic view of customers interactions with Gulf Insurance Group and to best serve and resolve customer queries and concerns. A service layer was created in Liferay server to service all types of insurance products from a single and secure repository.
Gulf Insurance Group-Kuwait benefited from the implementation in the following ways that led to business and IT efficiencies:
IT benefits
- Centralised content management reduced to time required to add, update contents on multiple channels.
- Modification of rates, adding discounts was added as additional feature instead of change requests and additional coding.
- Reduced maintenance cost and efforts down to 30% as IT’s job was eased to manage only DXP from Liferay instead of 5 different apps, that is 3 web and 2 on mobile.
Business benefits
- Improved time to market after product changes. Quicker responses to customer queries.
- Improved customer satisfaction due to a single repository of customers information and history of different products.
- Reduced physical footsteps on Gulf Insurance Group premises due to improved processing of online claims submission and disbursement.
- Significantly increased revenue for Motor department with the online availability of comprehensive motor insurance products.
Going through a step-by-step customer journey, users can now leverage the solution to purchase a new insurance policy or, for a more complex need, request a quote. With Liferay DXP, Gulf Insurance Group-Kuwait has become the first insurance company in the region to issue multiple insurance policies online and provide an online health claims approval system.
Since implementing their Liferay solution, Gulf Insurance Group-Kuwait has experienced the following benefits:
30% customer increase
Because of new online features like single sign-on, claim submission, and endorsement capabilities, the overall customer base has increased, with digital engagement also improving.
Adaptability during challenging times
The onset of the COVID-19 pandemic meant that physical offices and branches had to close, but Gulf Insurance Group-Kuwait was able to make 100% of their insurance products available digitally to continue serving customers.
Reduced time to market and TCO
Time to market and total cost of ownership decreased not only because of the new unifying solution and the ease of identifying process bottlenecks, but also because of streamlined quote functionality using Liferay’s Form feature.
Building off from the success of Liferay’s implementation of DXP, Gulf Insurance Group-Kuwait plans to create a B2B portal for corporate customers under Liferay’s recommendation. The B2B portal will allow branches, brokers, and agents to issue policies directly via Liferay instead of using complex core insurance applications. Adding this solution will support Gulf Insurance Group-Kuwait as they continue to provide high-quality products and services to their customers.
Snapshot
- Gulf Insurance Group-Kuwait needed to improve their digital presence, because their applications used different platforms.
- With the assistance of Liferay Platinum partner, DPS Kuwait, the implementation went live in four phases.
- The unified solution is able to integrate with core insurance applications and other key technologies.
- A service layer was created in Liferay server to service all types of insurance products from a single and secure repository.
- Post implementation, the end user has become the first insurance company in the region to issue multiple insurance policies online.
- Time to market and TCO decreased not only because of streamlined quote functionality using Liferay’s Form feature.
- Gulf Insurance Group-Kuwait plans to create a B2B portal for corporate customers under Liferay’s recommendation.
The enterprise needed to improve its digital presence, because the custom web portal, native mobile apps, website, all used different platforms.
