Mobile Insurance Development Project for a Transcontinental Major

This is a B2C product which enables insurance coverage for mobile devices sold by the partnering operators. At this, the system also supports direct communication with the insureds. Besides supporting the existing claim management and logistics software, Symfa is in charge of a new portal development to work with smaller partners who will be engaged in phone recovery.

Thus, the system consists of two parts – a claims portal and a repair portal. The repair partner submits all the device and repair data to the portal as a report, which is then uploaded to the registry and processed to provide financial analytics for the insurer.

The solution is designed to enable efficient one-contact experience for an insured.

• Step 1

An insured buys a mobile device and gets it insured with our client.

• Step 2

After an insured event, the insured can claim any issue covered by the insurance on a specific page on a mobile operator’s website.

• Step 3

The claim is then sent to the user claims portal, from where it is processed by the Support team of the carrier, which also provides the insured with all the instructions for further actions.

• Step 4

The insured mobile device is sent to the authorized repair partner.

• Step 5

The repair partner pays a cost or part of the cost to recover or part of the phone cost. If the insurance covers the return of a similar phone, the repair partner searches for a similar mobile device within the partner network and returns it to the customer.

• Step 6

The repair partner shares all the relevant information about the device state and the necessary repair details with the insurer via a dedicated portal.

The client started the project with five developers on the distributed global team. In time, the client ended up with Symfa as a single software partner for this project. This marked the beginning of the knowledge transfer sessions and the ownership over the project for us as a remaining sole project developer. Two senior full-stack developers from Symfa took over the knowledge of three other teammates who left the project.

The challenges didn’t end up there. Along with the software development, business analysis suffered some staff turnover too. A newly appointed BA on the client side had just started catching on with the application, when the project migrated to the Azure Devops environment. This added to an already steep learning curve and, managed entirely by the client’s capacities, the project started losing dynamics. This is when Symfa Delivery Manager stepped in.

Michael, Delivery Manager of several other projects that the client has with Symfa and a staffing coordinator for this endeavor, helped the BA bring project reporting to the right track.

“I noticed that the tasks and stories became somewhat disbalanced on the project. So I thought it was the proper time to give the BA a friendly hand, without too much interference in the project.”

Together with the Team Lead on the client’s part, Michael made a brief intro into the Azure DevOps dashboards for the BA.  For a start, we created 12 core project metrics. Now as the Business Analyst has the key elements to base his reports on, he can improve his own performance and monitor more closely the team’s KPI’s, too.