Reimagining Insurance Service

MTN Insurance aimed to upgrade their backend and design systems to enhance the customer experience in the digital channel.
The goal was to launch new insurance products and features while enabling simple, more intuitive self-service experience.

Rolled out the updated user interface across both web and mobile platforms,
ensuring a cohesive and intuitive experience for all users.

Within 6 months, we launched the new insurance product and services on both App and Web with the improved customer experience through new and updated design journeys.

Customers were able to do the following:
Obtain quotations by selecting a device brand, model and apply for a preferred insurance product.

• Choose how they want to pay monthly premiums using contract or debit order.
• Submit claims, Cancel claim, Downgrade policy
• Reduction in the number of calls coming into the call centre during the claims, which subsequently reduced pressure at the call centre and in-store.
• Increased traffic to the App and Web.
• Increased revenue by having a service available through digital channels.
• Call centre and stores can now focus on selling insurance instead of servicing.