Finance & insurance
The claim is when customers find out what it meant.
Life, health and general insurers, insurtechs and intermediaries, where every screen is a disclosure and every claim tests the brand. We design buying and claims journeys with the policyholder protections built in, plain-language policy information, and AI that helps adjusters without deciding for them.
Where the rules biteMap of all forty-one industries
What is shifting
Cover is compared on screens, sold through marketplaces and tested at the hospital desk. Each shift names what it demands, with a fact you can check.
It demandsPlain-language comparison of cover, exclusions and waiting periods, before the proposal form.
SignalIRDAI’s 2024 policyholder-protection regulations require a Customer Information Sheet with every policy: benefits, exclusions and key terms in simple words.
It demandsClaims journeys that show status, documents needed and time left, without a phone call.
SignalIRDAI’s May 2024 health master circular requires insurers to decide cashless requests within one hour and discharge authorisation within three hours.
It demandsProducts, documents and service ready to be sold and serviced through the marketplace as well as your own channels.
SignalIRDAI notified the Bima Sugam insurance electronic marketplace regulations on 20 March 2024.
It demandsModels that are explainable, tested for bias and overseen by people.
SignalThe EU AI Act classes AI used for risk assessment and pricing in life and health insurance as high-risk.
The rulebook
IRDAI’s policyholder-protection framework and master circulars, the payment rules, the data law and the cyber guidelines, read for a typical programme. Your compliance team keeps sign-off.
Frameworks we build to
Frameworks we design and build to — not a claim of certification.
Often shapes the work
Insurance Regulatory and Development Authority of India
Insurance advertising must be fair, not misleading and consistent with the policy it describes; the 2021 advertisement regulations were folded into the 2024 framework and its master circulars.
We designEvery claim in an advertisement or explainer is checked against the policy wording and the CIS before it runs.
IRDAI · 2024 policyholder-protection framework
Shapes most of the work
Insurance Regulatory and Development Authority of India
A Customer Information Sheet with every policy, explaining benefits and exclusions in simple words; a 30-day free-look period for life and individual health policies of a year or more, with refunds within seven days.
We designThe CIS is a designed screen, shown before purchase and kept with the policy.
IRDAI policyholder-protection regulations, 2024 (in force 1 April 2024) · master circular of 5 September 2024
Insurance Regulatory and Development Authority of India
Cashless authorisation decided within one hour of the request; final discharge authorisation within three hours, with costs of any further delay borne by the insurer.
We designClaim screens show each decision against its clock, for the hospital and the policyholder.
IRDAI · Master Circular on Health Insurance Business, 29 May 2024
Insurance Regulatory and Development Authority of India
An insurance electronic marketplace where consumers can buy, service and claim across insurers, free of charge to them.
We designProduct data and service journeys are modelled so they can run through the marketplace as well as your own channels.
IRDAI (Bima Sugam – Insurance Electronic Marketplace) Regulations, 20 March 2024
Often shapes the work
Reserve Bank of India
Premiums of up to ₹1 lakh can be collected by e-mandate without an extra authentication step, with notifications before and after each debit and an easy way to opt out.
We designRenewal journeys set up the mandate once and show every upcoming debit before it happens.
RBI · e-mandate framework; limit raised to ₹1 lakh for insurance premiums, December 2023
Shapes most of the work
Ministry of Electronics and IT
Health and claims information collected per purpose with consent, withdrawal as easy as consent, and breach reporting to the Data Protection Board.
We designProposal and claim forms ask only for what each step needs, and consent is logged per purpose.
DPDP Act, 2023 · DPDP Rules, 2025 (core obligations from 13 May 2027) Official text: DPDP Act, 2023 and DPDP Rules, 2025
Shapes most of the work
Insurance Regulatory and Development Authority of India
Insurers and intermediaries report cyber incidents to CERT-In within six hours with a copy to IRDAI, keep ICT logs for 180 days, and run regular audits.
We designPolicyholder portals ship with logging, monitoring and an incident runbook that meets the six-hour clock.
IRDAI · Information and Cyber Security Guidelines, 24 April 2023
Often shapes the work
European Union
AI used for risk assessment and pricing of individuals in life and health insurance is high-risk (Annex III, 5(c)); for insurers serving EU residents, its obligations apply from 2 December 2027 under the Digital Omnibus.
We designPricing and underwriting models get documentation, bias testing and human oversight from the first release.
Regulation (EU) 2024/1689 · Annex III Official text: EU AI Act
Compiled 3 October 2026. Our reading of typical programmes, not legal advice. Rules change; your counsel confirms how each one applies to you.
Challenges
What comes up first in most insurance conversations — outside, at the screen, and inside, in the operation.
Exclusions, waiting periods and sub-limits explained before purchase, not after a claim.
Status, documents and decisions visible at every step.
Premium changes and portability options explained ahead of time.
What we build
A typical programme here draws on each discipline in this mix. Every line names what it builds for the industry and links to the capability that does the work.
Claims and servicing platforms, integrations with core systems, and audit-ready security.
Buying, renewal and claims journeys with the policyholder disclosures designed in.
Plain-language policy information and one brand across agents, banks and apps.
Assistants for policyholders and adjusters, with evaluations and human approval.
Renewal, cross-sell and service messaging on one consented customer record.
Explainers and campaigns checked against the policy wording.
Programmes
The way in walks every buying and claims journey against the 2024 regulations and ranks the fixes by drop-off and by risk. Lengths are typical, never promised.
The way in
We walk every buying and claims journey against the 2024 regulations and rank the fixes by drop-off and by risk.
What it hands over
02Milestone · 4–9 months
Intimation, documents, decisions and settlement redesigned as one visible journey, integrated with your claims systems.
MovesTime from claim to settlement
Services: End-to-end UX & UI design · Custom CRM or operations platform · System integration
Enquire about Claims experience rebuild03Project · 6–10 weeks
The CIS, product pages and renewal notices rewritten so a buyer can understand the cover before they pay for it.
MovesFree-look cancellations
Services: UX writing & content design · Verbal identity & tone of voice
Enquire about Policy information in plain language04Project · 8–12 weeks
An assistant grounded in your policy wordings, with an evaluation set, guardrails and a person deciding every claim.
MovesClaims complete at first submission
Services: AI knowledge assistant · AI assistant experience design
Enquire about Policyholder and adjuster assistantHow success is measured
The number we moveTime from claim to settlement
AI, under the rules
Each use case has an owner, an evaluation set and a log; no model accepts or rejects a claim.
Use case 01
Measured byClaims complete at first submission
Tested forOWASP LLM01 · Prompt injection
Ships only with its evaluation set, its guardrail and an owner
Use case 02
Measured byAnswer accuracy on an agreed evaluation set
Tested forOWASP LLM09 · Misinformation
Ships only with its evaluation set, its guardrail and an owner
Use case 03
Measured byTime to first decision
Tested forOWASP LLM02 · Sensitive information disclosure
Ships only with its evaluation set, its guardrail and an owner
Work and insights
No insurance client is named or described without written approval. Here is what we have written that bears on the industry.
A typical programme · composite
A health insurer redesigned its cashless claims journey around the one-hour and three-hour decisions, so hospitals and policyholders see each decision as it is made.
Anonymised and illustrative: the shape a programme takes, never a named client.
Questions
Something else on your mind? Ask us directly
Yes: brokers, corporate agents, web aggregators and insurtechs, alongside insurers. Each gets journeys built to the rules that apply to it.
We design and build claims journeys and the platforms behind them, integrated with your policy administration and core systems.
Every claim in an advertisement or explainer is checked against the policy wording and the CIS before it runs.
No. AI collects, checks and summarises; a person decides every claim and every rejection.
Keep exploring
Tell us what you’re building. We’ll answer straight.
01About 2 minutes
You get A reply from a lead, not a sales queue
02About 8 minutesMost useful
You get Options and a first scope after one call
03About 15 minutes
You get Receipt confirmed and a named bid lead
Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
