nib is one of Australia’s largest travel insurers and a global insurance distributor. Their existing online claims and policy management portal had become outdated, inefficient, and costly — both for customers and internal teams. To stay competitive, nib needed a unified customer portal that empowered users to manage their policies with ease, while also reducing operational overhead.
Objectives
Customer Empowerment: Allow members to self-manage policies, claims, and personal details without needing to contact support.
Modern Claims Experience: Replace the outdated claims process with a streamlined, intuitive self-service flow.
Scalable Architecture: Support nib’s growing suite of brands under a unified portal experience.
Efficiency & Automation: Reduce operational cost and developer reliance through automation and smarter backend tooling.
Challenges
Customers had to contact support to make simple changes to their policies.
The claims process was outdated and often more costly to process than the claim itself.
Content and functionality were inconsistent across brands.
High dependency on developers and agencies to maintain or update features.
Standing up new tools or services was slow and resource-intensive.
Approach
1. Global User Testing
We conducted user testing across various markets to validate the experience for multiple claim types. Feedback shaped improvements in usability, accessibility, and clarity across the portal. This ensured consistency for users across nib’s global footprint.
2. Frontend Self-Service Features
A comprehensive web-based tool was designed and built to allow members to:
Log in and manage policies
Update profiles and contact details
Add dependents
Submit and track claims
View current and past policy details
Cancel policies within cooling-off periods
Upload documentation for claims
3. Backend Modernisation
The backend was rebuilt using .NET microservices on AWS to allow for scalable, modular deployments. Key enhancements included:
Migrating policy cancellations and traveller detail updates
Enabling policyholders to make non-financial updates pre-travel
Reducing a 2-week test cycle to under an hour through 250+ automated tests
Giving SMEs the ability to upload test config data via CSV — removing the need for dev involvement
4. Embedded Team Collaboration
Our design and development teams worked closely within nib’s internal squads, allowing for efficient delivery, faster iteration, and a deeper understanding of operational challenges. This cross-functional collaboration streamlined workflows and increased long-term delivery efficiency.
Outcomes
Reduced Operational Load: Empowering users to self-service lowered the burden on customer support.
Improved Efficiency: Key policy changes and claims can now be completed entirely online.
Modern Architecture: Scalable backend systems enable faster updates and ongoing improvements.
Rapid Testing: Business test cycles reduced from weeks to hours thanks to automation.
Developer Independence: SMEs can configure and update tests without engineering support.
Stronger Member Experience: nib customers now enjoy a consistent, seamless experience across all supported brands.
Conclusion
The redesigned nib customer portal transformed a slow, high-touch process into an efficient, self-directed experience. With a modern backend, a scalable frontend, and strong collaboration across teams, nib is now positioned to serve its members faster, better, and with greater flexibility — no phone call required.
