Since 1996, NSK Insurance Company has insured individuals, businesses and vehicles. In 2016 it needed an online sales channel: for clients, to buy a policy without visiting an office; for the call center, to cut down on routine questions.
The channel grew into three products: a website for policy quotes and payment, a mobile app with a personal account and a manager workspace.
Task
Move insurance policy sales online. Let clients quote, customize and pay for a policy themselves — on the website and on their phone. Give managers a tool that shows all applications and the full client history.
Website with policy quotes and payment
The insurance quote and ordering system was built from scratch. Clients put together a package that fits their needs, see the exact price and pay for the policy by bank card right on the website.
- Motor TPL by IIN. For compulsory motor insurance, entering the IIN is enough: the calculator checks the Unified Insurance Database (USID) and shows the price.
- Unfinished quotes. If a client enters their details but does not complete the policy, the quote is saved so they can return to the purchase later.
- Products by type. Motor, travel, health and property insurance each have their own illustrations; business insurance has a separate section.
- Answers to frequent questions in the Contacts section take some of the load off the call center.
- Responsive layout. The website works equally well on desktop, tablet and phone.
The website won the Award.kz-2017 Grand Prix.
Mobile app
The app offers everything the website does, and a policy can be bought straight from the home screen. The app connects to NSK’s internal system, the USID and the CRM through an API built for this project.
- Personal account. Created automatically for anyone who has ever used NSK services. It stores active policies, and each policy’s term is shown with a clear circular indicator.
- Data at hand. The app remembers entered details, document photos and data of other insured persons, so the next policy is issued faster.
- Help with insured events. An SOS button, tow truck request and claim payment status — right in the account.
- Welcome. On first launch, the app briefly introduces its key features.
Manager workspace
For NSK staff, we designed a manager workspace — a working tool for applications and calls.
- Applications by status: new, call back, payment, delivery, sale, declined.
- Client history by phone number: views, applications, quotes, active and expiring policies.
- Reminders: notifications about new applications and tasks with urgency indicators.
- Statistics and rankings: sales by city, employee and insurance type, employee rankings by region and city.
- Access: the head adds users and grants permissions.
Result
NSK now has an end-to-end digital sales channel. Clients quote and pay for policies themselves — on the website or in the app, and managers see every application and client history in one workspace. The website won the Award.kz-2017 Grand Prix. The NSK team took over support of the app.
