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Modern Claims Portal, No System Overhaul Needed

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Modern Claims Portal, No System Overhaul Needed

Meet the Client

Our client, a major insurance provider headquartered in Saskatchewan, has been a trusted name in health and travel insurance solutions for decades. Known for their commitment to service excellence and innovation, they serve thousands of members across the province, helping individuals, families, and businesses access the benefits and support they need to live well and thrive. Their reputation for reliability, community engagement, and personalized service has made them one of the most recognized insurance organizations in the region.

The Challenge

To stay ahead in a digital-first world, the client recognized the need to modernize their claims process. Members increasingly demanded simple, self-service options to submit claims and manage benefits online.

However, the challenge was twofold:

Externally, they needed to deliver an intuitive, mobile-friendly experience for a broad demographic of members.

Internally, the system had to seamlessly integrate with an existing mainframe infrastructure and optimize workflows for staff processing claims.

The goal was clear—create a digital solution that served both members and employees, reducing operational friction while enhancing user satisfaction.

The Solution

We began by conducting a comprehensive UX study to understand the unique needs of both member and employee audiences. Key initiatives included:

Development of detailed member and employee personas to guide experience design

Presentation of personas company-wide, driving organic adoption across HR, Sales, Marketing, and Accounting teams

Design of a mobile, tablet, and web-based member portal, along with dedicated iOS and Android apps

Collaboration with the client’s internal software team to build and deploy the portal, fully integrated with their existing mainframe systems

Every element was crafted to deliver a seamless experience—making claims submission easy, fast, and secure for members while supporting greater efficiency behind the scenes.

How They’re Winning Today

Since its launch in 2021, the new member portal has become a core part of the client’s digital strategy, offering secure, self-service access to benefits anytime, anywhere.

Members enjoy a modern, user-friendly experience across all devices, improving satisfaction and loyalty

Employees benefit from streamlined workflows that have reduced processing times and administrative overhead

The client has maintained strong brand trust by delivering innovative, secure, and accessible digital services to their members

The persona development work continues to influence projects across the organization, creating a more member-centric culture throughout the business

The portal’s success highlights how strategic digital transformation can drive immediate operational improvements—and set the stage for ongoing innovation in the insurance industry.