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Case study · Enterprise Solutions
An insurer linked its core systems so staff stopped re-entering the same claim details.
The challenge
The carrier ran separate systems for policies, claims and billing, some of them decades old. When a claim came in, staff typed the same details into each one. Records drifted apart, and customers were asked the same questions twice.
Replacing the core systems was too costly and too risky for the business. Any change had to keep paying claims every day. The old systems offered few modern interfaces, so connecting them demanded care and a clear plan for handling errors.
Our approach
We traced how a claim travels from the first report to the final payment, noting each system it touches and every place staff retype or fix data by hand.
We agreed a sequence with business owners that started with the most painful handoffs. No big switch was needed, so daily work continued while we improved it step by step.
We built a middle layer with APIs and a message queue. It translates between old and new formats, retries failed messages and logs every exchange for support staff.
We linked outside services such as payment and document providers through the same layer and added dashboards so support can see stuck messages quickly.
What we built
One layer connects policy, claims and billing instead of many one-off links.
When a claim changes, every system that needs to know is told automatically.
Payment and document services plug into the same layer through managed APIs.
Failed messages are retried, logged and shown to support in plain language.
What changed
Staff enter claim details once and the other systems update on their own.
Policy, claim and payment systems show the same facts, which cut down on corrections.
New partners connect through the layer without touching the old core systems.
Technology
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No lead slips through between agents
Crews hear about faults before customers do
Orders reach dispatch without re-keying
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