Integrating customer-facing systems helps established MPL insurance company modernize portals, stand out in a crowded market

The Problem

Integris Group was seeking to develop new member and broker portals that offered improved functionality and a superior user experience. They wanted their members to complete more tasks with less effort online and their brokers to utilize the portal for standard tasks and inquiries rather than calling the company’s underwriters, thereby reducing operational inefficiencies. 

Their biggest challenge was that the previous portals were underutilized and had limited functionality—some users didn’t even know the portals existed. In addition, the company’s legacy systems were running on a custom .NET core system and two custom .NET portals, which needed to be replaced before launching the new frontend and integrating it with the new backend and third-party-developed claims processing platform. 

The client’s goal was to launch their new name, brand, website, portals, and platform simultaneously in October 2020, with rollout to users and addition of new features ongoing.

Results/ROI

Integris Group launched their new portals on October 1, 2020, in parallel with their new brand launch.

The portals leverage a new claims processing backend and new payment processing system that allow for more functionality, as well as a vastly improved user experience. The updated information architecture should enable users to maximize the self-service aspect of the portals, increasing operational efficiencies by reducing customer service call volume. Adding claims processing functionality alone will allow members to report a claim online 24 hours a day.

Key Features/Deliverables

Research-Backed Decisions

After conducting user interviews, the Praxent team validated that the portals were not being used and recommended adding such functions as viewing basic policy information like expiration, renewal date, and premiums; instantly accessing certificate of insurance and printing insurance card; and requesting policy changes. 

User Interface Design

• Creation of digital style guide 
• Application of style guide to high-fidelity wireframes
• Wireframes used to create mockups

Payment and Processing Integrations

With so many regulations in the insurance industry, secure payment processing is critical. Praxent integrated a secure payment processor that specializes in insurance payment processing, creating an embedded iFrame that enables them to leverage the platform securely. 

New Differentiating Features

One of the key features the Praxent team added to the client’s dashboard was the loyalty rewards and risk management credits. These two areas are historically of great value to Integris Group members.

Client Testimonial

Background

“About four years ago, and after nearly 30 years of service, our CEO and CFO retired. Around that time, a few members of the management team parted with the company as well. That shift has led to a new chapter at the company with a new team and likewise a fresh perspective, which in turn resulted in the rebranding of the company and the revitalization of our website and portals.

The Challenge

“And so, we ended up undergoing a corporate rebrand, the redesign of our company website, and the implementation of a new internal underwriting system while also evaluating our needs for new portals. Although it was a lot to have going on simultaneously, all of the projects went hand in hand, so it made sense to develop them together. This project serves as a fitting testament to how we operate as a company. We have a long, strong history in the industry with decades of experience, but are not afraid to evolve and change if needed. It was that history of experience, paired with our ability to adapt, that helped us tackle these projects with great success, along with the unwavering support and expertise of vendors like Praxent. 

We have two audiences to accommodate with our technology, tools and resources: our members and our producer partners. With the producers, they are an outside sales agency, and they work with many different carriers. The easier we are to work with, the more apt they may be to place business with us. So one of the goals I spoke to Praxent about was that we wanted to have a lot of functionality for the brokers so they could service their clients more easily and when it is convenient for them. 

On the member side, it’s very similar in that we wanted them to be able to access information whenever convenient. And as a part of our ongoing commitment to our members, we will look to evolve those portals over time. As more members (and producers) begin to utilize them, we will look to their feedback to determine what features and adjustments to make going forward. We have already begun to assemble a ‘wish list’ of items for Praxent to develop in 2021.

It’s a very exciting time, despite the challenges of doing all of these projects at once. The payoff is we can get that “wow” reaction from our members and producers when they see and begin to utilize all the new features we’ve developed and will continue to develop.”

User Research

“I think the interviews [Praxent] conducted were the most helpful. There were a few things that surprised us. We thought we knew what [users] wanted, and then when the interviews were conducted, we found that it was something else, or that particular thing wasn’t as important. That information was invaluable to the process.

Why Praxent

Michael Roque, our newly hired COO, had worked previously with Praxent on another MPL carrier’s portals, and recommended that we reach out to them to inquire about building ours. As a result of his positive prior experience with them, I reached out and set up a call with the Praxent team. 

Project Management

“They’re very systematic; they have a very organized way of doing things. We always stayed in contact, and I was always kept well informed on what was happening and when, and when something couldn’t happen, I was told why it wasn’t happening.

“The communication kept me from having to wonder about anything. We’d have weekly calls. And at times, when you’re having to do three calls a week, it’s a lot, but going through that process the way we did, I see why it’s needed. You really need to stay close to the entire team. And they do that very well.” 

Prioritizing Budget

“Because I was working with a budget, they helped to prioritize that for me and keep me within that budget, which I appreciated. 

They never overpromised. And there were times where they knew that something was important enough to us that they found a way to get it done. If that meant we had to compromise on something else, we did that. It’s the communication that I really appreciated most. I’ve worked with quite a few vendors in this process and that just stands out for me with Praxent—the way that they collaborate and communicate with their client on the project.”

Integration with frontend, backend systems, partnerships with vendors

“As the VP of Business Development and Marketing, I did not previously have a lot of experience dealing with the technical back end of the portals, such as the various platforms and systems, API’s, etc. Praxent was fundamental in helping us to coordinate the various prongs of this project and make sure it all worked together. This meant coordinating with a variety of vendors on the development, as well as with other departments within our own team, in order to successfully create the portals we wanted and needed. 

Praxent really excelled in their ability to manage the project through all of these layers and were reliably upfront and transparent with me regarding pertinent updates and issues on the project. The Praxent team was very precise with the information they conveyed. They did an excellent job communicating what needed to be communicated, escalating what needed to be escalated, and providing advice and guidance as needed, all while maintaining the utmost level of professionalism. This was vitally important for me to be able to effectively oversee the project and work with the other vendors involved in it.”

Results

“Right from the initial dashboards, the new portals just exude stability and innovation. Those are things I think in this industry are really important, that the member feels we are here for them and that we can support them, and that we’re going to be around for the long haul to pay any claims that may come up. Believe it or not, these kinds of things give them that impression without us having to say all the time, ‘We’re here for you. We will be around for the long haul.’

When I’m impressed by a website, and I feel like you invested in it, and then it does all these great things, it gives me that feeling that this is a strong company that I want to be associated with. And I think that’s what this will do for us once they’re in the new portals.”

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