ENSA’s legacy processes were labor-intensive, error-prone and geographically constrained, limiting market expansion. The insurer needed a scalable, digital-first solution to democratize access, accelerate claims reimbursements, improve data accuracy, cut costs and strengthen its competitive positioning as a customer-centric, innovative insurer in Angola and beyond.
Business Need: ENSA’s legacy processes were labor-intensive, error-prone and geographically constrained, limiting market expansion. The insurer needed a scalable, digital-first solution to democratize access, accelerate claims reimbursements, improve data accuracy, cut costs and strengthen its competitive positioning as a customer-centric, innovative insurer in Angola and beyond.
Solution: We built a Mendix-based omnichannel self-service suite—web portal and public kiosk apps—that guide users through policy subscription, claims submission and status tracking. Key features included OCR-enabled form capture, dynamic workflow routing, excellence UI/UX , and integrated notifications. A modular architecture supports rapid onboarding of new products. Automated DevOps with unit, integration and performance tests ensured reliability at scale supporting over 100,000 users
Results: Reduced delivery time from 18 to 4 months, accelerating time-to-market and ROI Expanded Access: Deployment of self-service kiosks in major commercial areas across Angola, enabling customers to independently subscribe to insurance products. Enhanced Customer Experience: Streamlined processes allowing for quick and secure insurance subscriptions without the need for in-person assistance. Increased Product Availability: Initial offerings include Auto and Yami Health insurance, with plans to extend to additional products, broadening customer options. Digital Innovation Leadership: Positioned ENSA at the forefront of technological advancement in the Angolan insurance market, complementing existing digital services like ENSA JÁ (SMS-based policy management) and Direct Debit payment options. Positive Customer Reception: Early feedback indicates strong approval of the new self-service options, highlighting improved convenience and accessibility.