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Silwatech is backed by a team of 1000+ employees, serving clients in over 10+ industries across 9+ locations
D2C Insurance Journey, Customer Self-Service & Agent Enablement Platforms
The client is a leading life insurance enterprise in India, operating at a national scale with a broad portfolio of protection, savings, retirement, and investment-linked insurance products.
The organization serves millions of policyholders through a robust distribution ecosystem comprising agents, digital channels, and partner platforms.
Business Challenge
The organization faced several digital transformation challenges:
Supporting D2C insurance journeys across multiple product categories
Enabling self-service for a very large customer base
Providing digital tools for a nationwide agent workforce
Integrating portals with multiple internal and third-party systems
Maintaining security, compliance, and performance at enterprise scale
Project Overview
SilwaTech was engaged to design and implement end-to-end digital platforms covering:
- Direct-to-Consumer (D2C) insurance journeys
- A large-scale customer self-service portal
- Agent portals and mobile applications to support field operations
The objective was to enhance digital adoption while ensuring stability, security, and integration with core insurance systems.
Case Study Topics
Solution Delivered
D2C Insurance Journey Enablement
SilwaTech supported the implementation of digital insurance journeys:
- D2C journeys for multiple insurance products
- Use of configurable, out-of-the-box journey modules
- Product-specific microsites for targeted customer engagement
- Built-in CD/CI processes
- Integration with CRM and quote engines
Customer Self-Service Portal
A centralized self-service portal was delivered for policyholders:
- Secure access for millions of customers
- Self-service features across policy servicing workflows
- Integration with payment gateways and statutory systems
- Ongoing feature expansion aligned with business roadmaps
Agent Portal & Mobile Enablement
Digital platforms were implemented to support a large agent ecosystem:
- Web and mobile access using hybrid and native approaches
- Agent dashboards with renewals, commissions, referrals, and reminders
- Integration with core insurance platforms and identity services
- Improved visibility into agent performance and activities
Technology Stack
- Liferay Digital Experience Platform (DXP)
- Java-based enterprise application architecture
- Hybrid and native mobile application frameworks
- Payment gateway integrations
- Enterprise CRM and quote engine integrations
- Identity, KYC, and verification system integrations
Engagement Model
Enterprise digital delivery with dedicated cross-functional teams working closely with internal stakeholders, aligned to governance, security, and release management practices.
Delivered by the founding leadership of SilwaTech during a prior independent venture, in collaboration with a delivery partner.
Security & Compliance Focus
Given the regulated BFSI environment and scale of operations, security and compliance were treated as foundational requirements.
Key focus areas included:
- Secure handling of customer, agent, and policy data
- Role-based access control across portals and mobile applications
- Controlled deployments and production change management
- Compliance with internal IT, data protection, and regulatory standards
- Secure integrations with identity, payment, and core insurance systems
These measures ensured trust, stability, and regulatory alignment across all digital channels
Value Delivered
- Scalable D2C insurance journeys across multiple product lines
- Improved customer experience through self-service digital platforms
- Enhanced agent productivity via integrated portals and mobile access
- Reduced operational dependency on manual processes
- Strong foundation for continued digital expansion and innovation
Why SilwaTech
SilwaTech was engaged for its experience delivering enterprise BFSI platforms at scale, including:
Proven capability in large, transaction-heavy insurance platforms
Experience supporting both customer-facing and agent-facing systems
Strong expertise in integrations with core insurance and identity systems
Structured delivery aligned with enterprise governance and compliance
Looking to Scale Digital Insurance Experiences Across Channels?
SilwaTech helps life insurers build secure, enterprise-ready digital platforms
Let’s Start the Conversation
Engage with our enterprise team to discuss your digital transformation goals, platform modernization initiatives, or large-scale system requirements. We’re ready to support your next strategic technology move.
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