Delivered an omnichannel insurance portal for an African insurance provider

A leading insurance provider in Angola offering automobile, health, home, travel, life, and business insurance to individual and corporate customers. Founded as a multi-stakeholder partnership, the business serves a large and growing policyholder base across the country.

With no digital self-service layer in place, the business needed a complete omnichannel platform — covering policy management, claims, payments, and content — to serve both external customers and internal back-office teams.

• No digital portal existed for customers to view policies, file claims, or make payments
• Back-office teams managed content and customer data through disconnected manual processes
• No CMS in place to manage multilingual insurance content without IT involvement
• Customer onboarding and insurance simulation had no digital workflow
• Claims management ran outside any system with no end-to-end digital process

1. Delivered a functional, extensible MVP

Rather than scoping the full platform upfront, we designed the MVP to cover the core customer journey — authentication, policy access, claims, payments, and document management — on an architecture built to expand in later phases.

2. Integrated a CMS the business could own

We implemented Strapi as the headless CMS so the internal team could create, schedule, and manage content without programming knowledge — eliminating IT dependency from content operations.

3. Built for the full omnichannel journey

The platform was designed to serve customers on web, mobile, and tablet — with a back-office admin layer for internal teams — ensuring a consistent experience across all touchpoints from day one.

4. Delivered across a structured seven-month programme

We ran the engagement in sprint-based phases — from business analysis and UI/UX through feature build, Cleva ERP integration, UAT, and go-live — with sprint-end demos conducted in the client's local business hours.

Customer Portal

• Private area with secure authentication and role-based access for external users and back-office teams
• Insurance policy details, simulation, and subscription workflows
• Car insurance claim reporting with end-to-end claims lifecycle management
• In-app payment gateway integration supporting multiple payment methods
• Real-time notifications and claim status updates for policyholders

Back-Office & CMS

• Strapi headless CMS for multilingual content management without programming skills required
• Content scheduling, version control, and multimedia resource library
• Admin portal with user management, document management, and policy administration
• Internal notifications for content review and publishing workflows

Integrations

• Cleva API integration for core insurance issuance and data synchronisation
• External user data shared with Cleva for insurance linking and processing
• Webhook-based accept and reject notifications from Cleva with no manual management required
• Fleet management and agency and partner search by location

The client moved from a fully manual, disconnected customer service model to a governed omnichannel platform covering the complete insurance journey — from policy simulation and subscription through to claims management and payment — accessible to both external customers and internal teams through one platform.

Business Impact

• Customers gained self-service access to policies, claims, and payments for the first time
• Back-office teams can manage content and user data without IT involvement
• Claims lifecycle fully digitised — from submission through to resolution and communication
• CMS implementation positioned the business to expand content and product offerings independently
• Platform architecture designed to support additional insurance products and channels in future phases