About Client
Client is a leading long-term life insurance solutions provider in India, offering a range of individual and group insurance solutions that meet various customer needs such as Protection, Pension, Savings, Investment, Annuity and Health.
To enhance customer experience and streamline backend operations, the insurer aimed to modernize its policy servicing processes and distribution workflows using a cloud-native architecture.
Challenge
The customer needed to modernize two critical workflows hosted on AWS.
Policy Servicing Portal
- Develop a cloud-hosted clone application that allows third-party vendors to interact via APIs.
- Enable users to create, modify, allocate, and track policy service requests (tickets) across the organization.
- Ensure role-based access and approval workflows for MPH Admins and Operations teams.
Document Distribution System
- Build a system to distribute policy documents (.pdf) via WhatsApp using API integrations.
- Store documents securely on AWS S3 and generate tiny URLs for seamless delivery.
- Ensure real-time integration with a customer-provided WhatsApp distribution list.
Solution
Blazeclan designed and implemented a cloud-native, event-driven architecture hosted entirely on AWS to modernize the customer’s policy servicing and document distribution processes:
- Developed a web-based policy servicing platform integrated with OTC 2.0 APIs.
- Enabled secure, role-based access for various user groups to manage service tickets.
- Implemented real-time API integrations to sync ticket status updates across systems and touchpoints.
- Designed a workflow-driven application that supports approval, rejection, and real-time ticket visibility for customers and internal users.
- Built a lightweight PDF distribution application:
- Uploads policy documents to Amazon S3
- Generates tiny URLs for each file
- Uses WhatsApp APIs to push documents to customer-defined distribution lists
- Used Amazon SQS for request queuing, Route 53 for DNS-based routing, and Amazon RDS within a secure database subnet
- Ensured high availability with EC2 native auto-recovery and cloud-native best practices
Application Flow: Modern Workflow
Application Architecture
Network Architecture
Outcome
- Centralized Policy Servicing Platform accessible by internal teams and third-party vendors
- Seamless API-based integration with existing and new systems (OTC 2.0)
- Real-time document distribution via WhatsApp, improving customer communication
- Automated ticket lifecycle tracking for faster resolution and enhanced customer satisfaction
- Highly available, scalable architecture with minimal manual intervention
- Modernized the workflow and data flow using AWS-native services to reduce infrastructure overhead
Tech Stack
HTML 5, CSS 3, Angular 8 , Java, SQS, Amazon RDS, Cloudtrail, S3