Cconnect is an end-to-end Claims handling application centred around providing clear visibility of every aspect of the claim’s lifecycle from both a claim handler and manger perspective.
Insurance
Web Powered Application
Figma & Figjam
OutSystems & Microsoft 365
Incorporating process critical elements such as active tracking of time sensitive matters, confidential and conflicted claims locking, ECF integration directly from Cconnect and system generated tracking and diary events, Cconnect functionality provides all the tools necessary for the proactive progress of a claim. Key features include a focus on internal and regulatory risk and compliance adherence, along with on-demand migration of existing claims from the legacy systems.
UI/UX Design
- Sketches
- Wireframing
- Base Theme incorporation
- UI/UX Reviews
Project Based
- Azure Dev Ops
- Sprints (SCRUM)
- User Stories
Development
- Architecture
- Full Office 365 Integration: Email and Sharepoint
- Built with OutSystems
Background
A leading London insurance broker with a specialised division providing claim handling services, as well as an advocacy offering to clients across a very broad spectrum of classes of insurance and an equally diverse market.
Cconnect is designed to meet processing requirements across the whole spectrum of claims, from the simple to complex, and affords the flexibility to allow administration configuration to adapt to changes in internal processes.
What the project was like
The team consisted of three developers, a business analyst, a project manager, a product owner and a UI/UX designer. The methodology was Agile, project phases were somewhat blurred due to the initial development before an approved backlog of requirements had been approved. Once that process was formalised, the phases were realigned and fell into line with an iterative approach and gaining business approval for the development cycle.
Project implementation → Development → QA Testing → UAT → Sign Off → Training → Deployment → Production
Rollout
Cconnect was rolled out in phases of 10-15 users going live following training until all users had been moved across from the legacy application. Post go-live saw a few anticipated as well as unexpected issues:
Anticipated
- In some cases, irregular or nonstandard risk references caused breaks in the automated transfer of in-flight claims from the legacy platform to Cconnect.
- Further business requirements being presented after Go-Live which had been previously discounted or were entirely new requests.
- Cosmetic changes to the screens, from colour changes to data being presented differently.
Unexpected
- Load issues that affected performance turned out to be erroneous code that was looping through all the work items created to check that the newly created reference was indeed unique. So the more work items there were, the longer it was taking to create a new one.
- There were challenges around emails: problems arose around importing emails which had attachments that were too big. There were also cases where users could not import mails from their “Belgium” accounts, as those had not been configured.
- Configuration issues to the live ACORD ASG Electronic Claim Form processing environment.
Challenges
This project presented a unique challenge: the existing platform, though still functional, had become slow, brittle, and overly complex. The business believed that no new specifications were needed, given that the system still met operational needs. However, without clear requirements, our team had to carefully navigate both the technical limitations and the perception that a complete overhaul wasn’t necessary.
We recognised that any improvements would be mere patches on an already fragile foundation. To address this, we proposed a complete replacement, starting with a blank slate. We engaged closely with the business to flesh out requirements and advanced proposals for approval, ensuring that the final web -powered application not only met but often exceeded the needs of the claims division.
Our approach balanced technical expertise with an understanding of their operational needs, resulting in a solution that resolved performance issues and laid a foundation for future growth, all while maintaining the core functionalities critical to the business.
Migrated claims
Work items created
New claims since launch
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