Discovery and scope document
Record the current process, users, business volumes, priorities, data sources, integrations, constraints and measurable acceptance criteria. Separate essential launch requirements from later-phase enhancements.
Implementation & Support
Typical phases: discovery and requirements; scope and solution design; configuration and integrations; data migration; role setup; testing and user acceptance; training; go-live approval; and post-launch support. Timelines, fees, service levels, hosting and deliverables must be agreed in the proposal.
Implementation deliverables and acceptance
Important: Confirm feature availability, service commitments, legal text and contact details before relying on or publishing this information. Product capability is not a claim of regulatory approval or insurer partnership.
Implementation deliverables and acceptance
Configuration and migration plan
Define data owners, mapping rules, cleansing, duplicate handling, test loads, reconciliation and sign-off. Migration should be rehearsed and validated before production cutover.
User acceptance and training
Prepare role-based scenarios, test scripts, defect priorities and sign-off criteria. Provide training materials and guidance for common tasks, escalation paths and data-handling responsibilities.
Launch, support and improvement
Agree launch readiness, support ownership, severity definitions, response expectations, backup and recovery responsibilities, change requests and a post-launch review. Timelines depend on scope, access and stakeholder availability.
Expanded guide · Insurance technology
A structured implementation and support journey
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1. Discovery and process mapping
Implementation begins by documenting the current state: teams, business volumes, products, systems, reports, approval paths and pain points. Stakeholders agree priorities and define what success means, such as shorter response times, fewer manual reconciliations or more complete renewal follow-ups. Requirements are converted into a scoped backlog with assumptions, dependencies and acceptance criteria.
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2. Configuration and migration
The project team configures modules, roles, workflows, notification rules and reports according to the approved design. Data migration starts with profiling and cleansing, followed by field mapping, trial imports, validation and sign-off. Sensitive records should be transferred through approved channels, with access restricted to authorised personnel. Legacy systems should not be retired until the business has accepted the migrated data and continuity plan.
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3. Testing, training and launch
Testing should cover normal scenarios, exceptions, permissions, calculations, reports, integrations and recovery procedures. Business users perform user acceptance testing against agreed criteria. Training can be role-based for administrators, sales teams, operations, finance and managers. A phased launch may reduce risk by starting with a limited group, monitoring issues and expanding after agreed checkpoints.
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4. Support and continuous improvement
Post-launch support should define service channels, severity levels, response targets, maintenance windows and escalation ownership. Regular reviews can examine adoption, recurring issues, data quality and requested enhancements. Scope, timelines and service levels should be documented in the proposal or service agreement. Third-party integrations and customisations may require separate support arrangements.
Contact the Relevant Department
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Department
- Sales & Product Demo
- Pricing & Commercial
- Implementation & Migration
- Technical Support
- Integrations & Partnerships
- Billing & Accounts
- Customer Success
- General Enquiries