Insurance Portals to Take Admin Off Your Claims Team

Yes. This is a key point to settle early. An insured partner, a child, an employee on a business scheme and the scheme administrator who organises the cover all have different rights. The portal enforces and publishes those boundaries, but your data model defines them. How people, policies and cover relate to each other decides who sees what.

A portal records what you told a customer, when, and what they saw about their cover. The FCA has criticised firms whose management information failed to demonstrate how they supported customers, including those in vulnerable circumstances. A portal is one means of addressing that, but it does not discharge the Duty on its own, and your governance and reporting remain essential.

We focus the first phase of our portal projects on the highest-volume interactions, usually claim notifications and tracking, to keep initial costs down. Smaller insurers and scheme providers often see the benefit sooner because the same few people handle every claim and every query.

Most first-phase portals go live in about eight weeks, depending on scope. You will see a prototype within days of an initial call, then working updates every few weeks once you’ve approved our proposed solution.

Our portals run on Microsoft’s cloud, with data encrypted in transit and at rest. Most of the risk is in configuration: how someone registers, what each role sees, and how a family member or scheme administrator is granted access.

Sensitive health and medical data carry additional requirements under UK GDPR Article 9, and where a policy covers adults who each have their own privacy, we separate what the policyholder can see from what the covered adult can see. We work through those points and choices with you before we build.