Pet Insurance
Transforming Pet Insurance: From Legacy Systems to 20-Minute Claims in Just Six Months
5 brands
Live on one platform
NIS Policy
Multi-pet, multi-brand policy administration and distribution
NIS Claims
Automated, real-time claims management with continuation claims
Sector
Pet Insurance
Client
Leading UK Pet Insurer
The Challenge
A leading UK pet insurer set out to transform its sales and claims operations to support rapid growth across multiple brands and a large veterinary partner network.
Their legacy systems could no longer handle the complexity of lifetime and multi-pet products, white-label distribution, and real-time integration with vet practices.
Key challenges included:
- Heavy manual administration of policies and claims
- Lack of integration with vet clinics and third parties
- Difficulty supporting multi-brand and white-label growth
- Slow claims turnaround times and limited customer transparency
Solution
The project was delivered in two phases, built on the NIS Policy and NIS Claims platforms, fully integrated with customer portals, vet portals, and partner websites.
Phase 1 – Policy & Sales
- Rollout of B2C websites for five brands, including white-label solutions for partners
- Deployment of call centre screens and a full-cycle multi-pet product, including all documents and email templates
- Vet Portals developed to upload leads, track policy status, and redeem discount vouchers
- Secure payments integrated via card iframe and Direct Debit, with third-party verification
- Migration of 40,000 client records from legacy systems
Phase 2 – Claims Administration
- Implementation of NIS Claims, including multi-pet claims handling and continuation claims functionality, automatically calculating remaining policy limits across multiple years
- Integration of VeNom pet diagnosis codes to improve accuracy
- Vet Portal upgraded to enable e-claims and e-signatures: vets could log claims, policyholders digitally confirmed them, and handlers received pre-populated claim details
- BACS payments integrated for direct reimbursement to policyholders or vets
- Migration of 13,000 claim records from legacy systems
The Results
- Sales efficiency transformed across multiple brands with direct-to-consumer and partner-led digital journeys
- Customer experience enhanced through secure online portals, self-service, and real-time SMS claim updates
- Claims turnaround times dropped from days to minutes, with some e-claims processed in as little as 20 minutes
- Continuation claims functionality streamlined complex processes, reducing handler workload and errors.
- Legacy systems successfully replaced with a single, scalable platform that positions the insurer for long-term growth
“After a six-month project we were delighted to launch on the SaaS platform. The sophistication of the platform has enabled us to achieve a number of firsts in the market including customer tailoring of cover benefits, free cover periods, and integrated vet portals. The impact on our service, retention, and operations has been immediate.”