Digital Transformation
Star Health Insurance
Five customer journeys moved off the paper era
- Insurance
- India
- Asia Pacific
- +22%
- Conversion across the rebuilt journeys
- 5
- Core journeys moved to a digital-first model
- Own
- Platform the insurer now launches products on independently
The insurer's customer journey had been built in the paper era and ported forward. Intake ran for a week, underwriting was opaque, and checking a claim meant a phone call. Each new product added complexity rather than capability.
What we did
- 01Redesigned five core journeys, quote, intake, policy issuance, claims and servicing, each to a fixed time-to-value budget
- 02Moved underwriting onto a cloud-native platform with a clean separation between policy logic, data and workflow
- 03Built a claims visibility layer giving customers and service agents a real-time status view
- 04Trained the insurer's own teams on the delivery cadence so they could keep building after we left
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