Mobile Insurance Development Project for a Transcontinental Major

Seamless project ownership transfer, system growth and support after the vendor shift
Customer location
Project duration:
  • 1.5 years (ongoing)

Insurance major seeks to seal communication gap with their partners

The client is a transcontinental insurance company headquartered in the US and employing over 9,000 people.The carrier hired Symfa to support the operations of its subsidiary in the Nordics.

The parent company – our client – provides coverage for mobile devices and has a pool of authorized repair partners. Thus, it is an insurance application that the two parties needed to enable data exchange between them. Not to mention, the system should attach seamlessly to the existing legacy software of the parent company for data collection and analytics. The main goal of the project is to enable a seamless claim settlement process involving three parties – an insured, the carrier and the repair partner.

A tangle of legacy business logic on one side and a newly built portal on the other, the system needed a mature software partner to extend and support it, with the previous vendor leaving the project in the mid-flight. Symfa talents ended up in charge of the further system development and support amid project ownership transfer.

One-point customer experience and reliable data interchange

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.

High-level business process overview



  • SSIS
  • .NET
  • Angular
  • Azure DevOps
  • MS SQL Server

Project transfer aggravated by the client’s talent turnover

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.

Safe mobile insurance system ownership takeover

Successful system ownership takeover resulted in a harmonious system development and helped us reinforce our relationship of trust with the client. As of now, the Symfa talents are the only engineering talents with this system knowledge in the client’s company. From time to time, they still uncover some blank spots, but tackle them successfully through reverse engineering.

The project follows the Scrum framework, with the sprint cycle modified to better match the needs of a big corporation. Sprint planning opens the two-week development cycle. The entire team actively participates in the system discussions. As the Symfa engineers have developed strong system knowledge, they often create and evaluate the tasks for themselves exactly during the planning sessions together with the BA. Refinement sessions became a part of daily standups. Demo-sessions are held on demand, with both parties authorized to initiate them whenever needed.

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