Client Background

A UK-based insurer sought to launch a new wedding plan insurance product. To achieve this with impact, they needed a more modern platform that could deliver flexibility, enhance the customer journey, and compete with readiness for changing customer expectations

Key Opportunities

• Pricing flexibility: The legacy rating engine provided consistency through fixed tiers, but evolving it opened the door to more personalised coverage options for customers.

• Sales journey refresh: The long-standing online sales flow had been dependable, but modernising it promised a smoother, simpler experience with fewer drop-offs.

• Empowering self-service: The Customer Service Portal provided customers with access to key tools; however, by streamlining the design, an opportunity arose to drive greater self-service and ease of use.

Need for Change & Objectives

tigerlab partnered with the client to:

• Create a flexible rating engine to support customisable coverage.

• Redesign the sales journey and CSP with an intuitive, user-focused design.

• Introduce tigerlab’s enhanced checkout to make purchases quicker and easier.

• Build a platform that was scalable and consistent with the client’s brand identity.

Key Features of the New Platform

1. Flexible Pricing Engine – A new rating engine enabled customers to personalise their wedding insurance packages, offering more choice and flexibility.

2. Refreshed Sales Journey – An updated design with simplified steps created a smoother experience and reduced drop-offs.

3. Enhanced Backoffice – Operational processes were improved, helping the client’s team work more efficiently.

4. Redesigned Documentation – Customer-facing documents were modernised for clarity, consistency, and professionalism.

5. Smart API Integrations – Features such as the getAddress lookup made data entry quicker and more accurate during the purchase process.

Results & Success Metrics

• +59% Quotes – Substantial growth in customer interest.

• +67% Purchases – Stronger product appeal and customer confidence.

• +2.4 percentage point Conversion Uplift – Improved performance despite higher volumes.

• Higher Daily Activity – Consistent increase in both quotes and purchases.

• Future-Ready Self-Service – The upcoming CSP will enable customers to manage policies independently.

*Metrics based on performance following the new product launch.