Insurance360 — Policy & Claims Platform

The carrier had grown through acquisition; each book of business carried its own policy administration quirks, spreadsheet bridges, and broker-facing portals. Underwriting teams rotated between three legacy consoles to complete a single multi-line quote, and claims adjusters replayed steps in spreadsheets when core systems disagreed on coverage codes. Regulatory reporting required month-end reconciliation that pulled four staff away from higher-value adjudication work. Leadership needed a unified experience that could absorb future books without replatforming again — while proving Sarbanes-Oxley–grade controls on financial postings tied to premiums and refunds.

Operational reality was a patchwork of green-screen edits, emailed endorsements, and BI extracts that disagreed after midnight batch windows. Brokers saw stale eligibility flags until the next sync, causing quoting rework and erosion of placement confidence. Claims supervisors lacked a single timeline showing reserve movements, SIU referrals, and external counsel documents in one audit trail.

Pricing models lived partly in spreadsheets because actuarial APIs could not version alongside rate filings in flight. QA cycles were manual and seasonal; regression suites took four days each release, forcing the business to batch risky changes instead of shipping incremental improvements.

Compliance teams flagged that immutable logs for sensitive fields (limits, deductibles, beneficiary updates) were incomplete when edits traversed asynchronous queues. Incident retrospectives revealed three near-miss PII disclosures tied to attachment handling in legacy workflow engines.

Executive sponsors framed the mandate clearly: consolidate policy lifecycle and claims workflow behind role-based experiences, integrate with downstream finance for earned premium recognition, and instrument every critical path for observability — without freezing new product launches already tied to reinsurance treaties.

We anchored the architecture on a domain-driven design map separating quoting, issuance, billing alignment, and claims servicing contexts. Each bounded context exposes REST contracts versioned alongside OpenAPI schemas checked into CI; GraphQL was intentionally avoided at the edge to keep cache semantics predictable for regulatory snapshots.

The customer-facing tier uses Next.js with server components for document-heavy screens and client islands for interactive rating grids. Session handling flows through an OAuth2 broker integrated with the insurer’s IdP; fine-grained authorization combines RBAC with attribute checks on jurisdiction and product line.

Claims journeys orchestrate tasks through a durable workflow engine backed by PostgreSQL with optimistic concurrency on financial postings. Attachments route through virus scanning and object storage with signed URLs and virus rescan on litigation holds. Event streams feed an analytics warehouse for loss triangles without blocking OLTP commitments.

Playwright suites model producer, underwriter, and adjuster personas against ephemeral environments seeded from anonymized fixtures. Contract tests validate integrations to policy admin and payment gateways using stubbed providers in Docker Compose pipelines.