Insurance claims self-service portal
Turning a phone call into a guided flow.
The end client is covered by a confidentiality agreement; the company I did the work for is named.
- self-service
- claim reporting
- frontend
- my scope
- insurance
- sector
Context
Three months at Sollers Consulting building the customer-facing frontend of a motor claims portal, letting policyholders report an accident themselves through a guided flow instead of over the phone with an agent. The insurer is covered by a confidentiality agreement; Sollers is not.
The problem
Reporting a car accident claim meant calling an agent and being walked through the questions verbally — slow for the customer, expensive for the insurer, and lossy in the data it produced.
Architecture
Scroll sideways to see the whole diagram
A guided flow is a state machine with a friendly face: each step validates before the next one opens, and the flow was specified so that an interrupted claim could be resumed rather than restarted.
How I built it
Built the customer-facing claim reporting sections in Angular against a Guidewire-based insurance backend.
Structured the report as a guided step-by-step flow, so a stressed customer answers one clear question at a time rather than facing a wall of form fields.
Worked to the insurance domain model rather than around it — the data the flow collected had to be the data the claims process could actually act on.
Focused on the failure states — partial submissions, missing documents, unclear questions — because that is where a self-service flow either works or sends the customer back to the phone.
Outcome
- Delivered the full customer-facing frontend of the claim flow in three months, as the junior developer on the team.
- First professional codebase in a regulated domain: an insurance data model, a Guidewire backend and validation rules that exist for legal reasons rather than aesthetic ones.
- I moved on before the portal went live, so what I can honestly claim here is the build — not the numbers that came after it.