End to End Project for Business Analysts – Insurance

Domain

Diwakar Singh
PROJECT SCOPE DOCUMENT
Project Title:

Insurance Application Development

Project Objective:

The objective of this project is to build a customer-

centric insurance application where users can explore
various insurance products such as auto, home,
health, life, and property insurance. The application
will allow customers to get quotes, compare
insurance products, and purchase policies online.

Project Justification:

The insurance market is evolving with increased

customer demand for digital solutions that offer
convenience and transparency. With the rise of
mobile and web technologies, insurance companies
must adapt by providing platforms where users can
access information, receive quotes, and complete
transactions with ease. This application will enhance
customer satisfaction, improve market reach, and
reduce overhead associated with in-person policy
sales.

Project Stakeholders:

• Primary Stakeholders:
o Project Sponsor: Insurance Company CEO
o Product Manager
o Marketing Team
o Sales Team
o Customer Support Team
o Business Analysts
o IT Development Team
o QA Team
• Secondary Stakeholders:
o Regulatory Agencies
o Insurance Agents and Brokers
o End-users (Customers)
o Partner Banks for insurance tie-ups

AS-IS State:
Currently, the insurance company primarily relies on
in-person or agent-based sales, which limits customer
flexibility. Online engagement is minimal, and
customers have to contact agents for quotes and to
purchase policies. The company's digital presence is
limited to informational web pages with no interactive
features.

TO-BE State:

The future state involves an interactive insurance

application where customers can:

• View details about insurance products (auto,

home, health, life, property).
• Get instant insurance quotes by filling out basic
forms.
• Compare different insurance policies.
• Purchase insurance policies through an online
payment gateway.
• Manage their purchased policies within their
accounts (e.g., view policy documents, renew,
and claim status).
 • The system will include a customer support
chatbot and other assistance features.

Project In Scope Use Case:

1. View Insurance Products:

a. Auto Insurance
b. Home Insurance
c. Health Insurance
d. Life Insurance
e. Property Insurance
2. Get a Quote:
a. Customer provides basic personal details and
insurance requirements.
b. System generates a quote in real-time based
on customer inputs.
3. Compare Insurance Products:
a. Customers can compare different insurance
policies across multiple categories.
4. Purchase Insurance Online:
a. Customers can purchase insurance policies
and complete payments through an
integrated payment gateway.
 5. Customer Account Management:
a. Customers can create accounts to view and
manage policies.
6. Claims Management:
a. Customers can file and track claims within
the application.

Project Out of Scope Use Case:

1. Insurance Agent Management:

a. The application will not include any backend
management system for insurance agents.
2. Complex Customization of Policies:
a. The scope does not include customizable
policy builders for advanced users. Only pre-
defined packages will be available.
3. Broker/Agent Sales Tracking:
a. The application will not track broker or agent
performance.
4. Third-party Integrations for Add-ons:
a. Integration with third-party services for
roadside assistance or health add-ons will
not be covered.
Other In-Scope Deliverables:

• User Interface: A responsive web and mobile

interface for seamless customer navigation.
• Quote Generation Module: A real-time insurance
quote generator.
• Policy Purchase Workflow: A secure workflow
for purchasing insurance with an integrated
payment gateway.
• Customer Dashboard: A section where users can
view purchased policies, premium dues, and
claim statuses.
• Customer Support Chatbot: Automated chatbot
support for basic queries.
• Admin Dashboard: Admin panel for internal
users to track policies and manage customer
requests.

Other Out-of-Scope Deliverables:

 • Backend CRM Development: Integration of the
insurance application with the company’s existing
CRM will be handled separately.
• Advanced Analytics Dashboard: Any advanced
analytics beyond customer engagement reports is
out of scope.
• External API Integration: Integrations with third-
party analytics or marketing platforms will be
excluded from this phase.

Project Risks:

1. Regulatory Compliance: The project may face

delays if insurance regulations change or if
compliance is not met.
2. Data Security: Risks related to customer data
breaches or payment gateway vulnerabilities.
3. Third-Party Dependencies: Integration issues
with external systems (e.g., payment gateways).
4. Customer Adoption: Potential risk of low
customer adoption due to technical challenges or
insufficient user experience.
 5. Scope Creep: If additional features are requested
mid-project, it may lead to delays and cost
overruns.

Project Assumptions:

1. The insurance company will provide all necessary

product information and regulations.
2. Customers have access to the internet and are
familiar with using digital applications.
3. The payment gateway will be integrated without
issues from third-party vendors.
4. The IT team has the technical resources and skills
to build and maintain the application.

Project Constraints:

1. The project must be completed within the set

timeline (6 months).
2. The budget for the project is capped at $500,000.
3. The application must comply with local insurance
regulations.
 4. The scope must adhere to the in-scope features
outlined above.

Project Issues:

1. Lack of Customer Engagement Data: The

company lacks existing data on digital user
behavior, which may hinder design decisions.
2. Team Resource Availability: Limited IT resources
may delay development.

Project Dependencies:

1. Availability of third-party payment gateways.

2. Timely delivery of policy data from internal
systems.
3. Regulatory approvals for digital insurance sales.
4. Availability of the IT team for integration with
existing systems.

Glossary:
1. Quote: A calculated estimate of the insurance
premium based on user-provided information.
2. Premium: The amount customers pay for their
insurance policy.
3. Policy: A contract between the insurer and the
insured detailing the terms of coverage.
4. Claim: A request by the insured for compensation
due to a covered loss.
5. Customer Dashboard: The user interface where
customers can manage their policies.
GAP ANALYSIS
Current State:

1. Limited Online Presence:

a. The insurance company has a basic website
that only provides static information about
products. Customers must contact an agent
to get quotes or purchase insurance.
b. No functionality for comparing insurance
products or managing purchased policies
online.
c. Customers must visit physical offices or
interact with agents for policy renewal,
claims, and other services.
2. Manual Quote and Purchase Process:
a. Customers must call or visit an office to get
quotes or purchase insurance policies.
b. Quotes are generated manually by agents
based on customer inputs, leading to
potential delays.
3. No Online Claims Processing:
a. Claims must be filed in person or over the
phone with no online tracking or management
system available for customers.
 4. Lack of Customer Self-Service:
a. Customers cannot manage their policies
(renewal, updating contact information, etc.)
independently.
b. No online account creation or dashboard for
viewing insurance policies and claims.

Future State:

1. Full Digital Insurance Application:

a. A fully functional insurance application that
allows customers to view, compare, and
purchase insurance products online.
b. Self-service features for policy management
and claim filing.
2. Automated Quote Generation:
a. Real-time insurance quote generation based
on customer-provided details.
b. Customers can instantly compare different
products and select the most suitable policy.
3. Online Claims Processing and Management:
 a. Customers can file and track claims directly
through the application.
b. Policyholders can view claim statuses and
receive updates without needing to contact
support.
4. Customer Self-Service Portal:
a. A customer account management system
where users can view, renew, and modify
their policies.
b. Online access to policy documents, premium
payment schedules, and claims.

Gap Identified:

1. Limited Online Functionality:

a. Current system does not allow online quoting,
product comparison, or policy purchasing.
2. Manual Processes:
a. Most transactions (quotes, purchases,
claims) are done manually, leading to
inefficiencies and delays.
3. Lack of Self-Service Capabilities:
 a. Customers cannot independently manage
policies or track claims.
4. No Real-Time Data Processing:
a. There is no infrastructure for real-time quote
generation and processing of policy
information.

Steps to Cover the Gap:

1. Implement Digital Platform for Insurance

Services:
a. Develop a web and mobile application that
allows customers to browse insurance
products, get quotes, compare policies, and
make purchases online.
b. Ensure the user interface is intuitive and
accessible across devices.
2. Automate Quote Generation and Policy
Comparison:
a. Build a real-time quote generation engine that
uses customer data to generate quotes
instantly.
 b. Incorporate comparison features that allow
customers to evaluate different insurance
policies side by side.
3. Enable Online Claims Management:
a. Develop functionality for customers to file,
manage, and track claims online.
b. Set up a customer dashboard where they can
view claim history and receive updates.
4. Establish a Self-Service Customer Portal:
a. Build a secure login-based customer account
management system where users can view,
renew, and manage their policies.
b. Allow policyholders to download policy
documents, check premium due dates, and
update their personal information.
5. Enhance Data Processing Capabilities:
a. Integrate the application with the company’s
backend systems for real-time policy and
customer data processing.
b. Implement secure payment gateways for
online policy purchases and renewals.
6. Improve Customer Support Features:
a. Add chatbot support for answering basic
queries and providing assistance during the
insurance purchase process.
b. Allow customers to directly interact with
support teams through the app for more
complex issues.
ROOT CAUSE ANALYSIS
Problem:

Customers are reporting inaccurate or delayed

insurance quotes when trying to get a quote
through the application. The quotes provided either
do not match their input criteria or take too long to
generate, resulting in a poor user experience.

Root Cause Analysis using the 5 Whys Technique

1. Why are the insurance quotes inaccurate or

delayed?

• The quote generation system is not consistently

pulling the correct data from the underlying data
sources, or the system experiences significant lag
in processing requests.

2. Why is the system not pulling the correct data or

experiencing lag?

• The data integration between the frontend user

interface and the backend quote generation
 engine is faulty, and the communication between
them is slow or inconsistent.

3. Why is the data integration faulty?

• The backend system relies on legacy

infrastructure that is not optimized for real-time
data processing. The API calls to fetch data from
legacy databases are inefficient and slow, leading
to delays and errors.

4. Why is the backend infrastructure not optimized

for real-time processing?

• The project did not allocate sufficient resources

or time to upgrade the backend infrastructure
during development, and legacy systems were
repurposed instead of being replaced or
optimized.

5. Why was there insufficient resource allocation

for infrastructure upgrades?

• During the project planning phase, there was a

focus on frontend features and customer-facing
functionality, with insufficient attention given to
 the importance of upgrading backend systems for
seamless integration and real-time data
processing.

Root Cause Identified:

The primary root cause is the use of legacy backend

systems that are not optimized for real-time data
processing. These systems are slow in retrieving and
processing data, and the API integration with the
frontend is inefficient, leading to inaccurate or
delayed insurance quotes. Additionally, during the
project planning phase, inadequate focus was placed
on upgrading these backend systems, which has now
led to performance issues.

Steps to Address the Root Cause:

1. Backend System Upgrade:

a. Upgrade the backend infrastructure to
modern systems capable of real-time data
processing. Implement faster, more efficient
 databases and ensure the infrastructure can
handle high volumes of requests without lag.
2. Optimize API Integration:
a. Redesign the API integration between the
frontend and backend systems for more
efficient communication. Ensure that the APIs
are optimized to handle real-time quote
generation and data retrieval.
3. Load Testing and Performance Tuning:
a. Perform load testing on the application to
simulate high user traffic and stress-test the
system. Use the insights gained to optimize
system performance and reduce latency.
4. Monitoring and Error Handling:
a. Implement real-time monitoring and error
logging to identify performance bottlenecks
and integration issues early. Ensure that there
are mechanisms to handle errors gracefully
without affecting user experience.
5. Reprioritize Project Scope:
a. Revisit the project scope to allocate
resources and time for addressing backend
 system performance. Ensure that both
frontend functionality and backend
performance are prioritized equally in future
development phases.

The root cause of the inaccurate and delayed

insurance quotes lies in the reliance on legacy
backend systems that were not upgraded or optimized
during the project. By upgrading the backend,
optimizing API integration, and conducting proper load
testing, the performance of the insurance application
can be improved, leading to accurate, real-time
insurance quotes and a better user experience.
BUSINESS REQUIREMENT DOCUMENT
Project Name:

Insurance Application Development

Project Objective:

The objective of this project is to develop an

interactive insurance application that allows
customers to explore various insurance products
(auto, home, health, life, and property), get real-time
quotes, compare different policies, purchase
insurance online, and manage their policies
efficiently.

Project Justification:

In the competitive insurance market, customers

expect quick and easy access to insurance products.
The existing manual processes hinder customer
experience and reduce market reach. This project will
digitize the insurance sales process, improve
customer satisfaction, and streamline operations by
offering an online platform.
Business Problem:

Currently, the insurance company relies on a largely

manual system for quoting and purchasing insurance,
leading to inefficiencies, customer dissatisfaction,
and reduced market competitiveness. Customers
cannot easily compare products or manage their
policies, resulting in high operational costs and lower
sales conversion rates.

AS-IS State:

• The current system allows customers to view

static information about insurance products, but
they must contact an agent to get quotes and
purchase policies.
• The process for generating quotes, policy
purchase, and claims management is manual,
slow, and prone to errors.
• No online self-service option exists for managing
policies or filing claims.
To-Be State:

• The new system will provide customers with a

web and mobile application to explore insurance
products, receive real-time quotes, compare
policies, purchase insurance online, and manage
their policies.
• Customers will be able to file and track claims,
renew policies, and access policy details through
a self-service portal.
• The application will be integrated with secure
payment gateways and backend systems for real-
time data processing.

Project Stakeholders:

• Project Sponsor: Insurance Company CEO

• Product Manager
• Marketing Team
• Sales Team
• Customer Support Team
 • Business Analysts
• Development Team
• QA Team
• Legal and Compliance Team
• Third-party Payment Gateway Providers

RACI Matrix

Accoun
Respons Consul Informe
Task table
ible (R) ted (C) d (I)
(A)
Requireme Product Marketi Develop
Business
nts Manage ng, ment
Analyst
Gathering r Sales Team
Develop IT Product
System
ment Manage Manage QA Team
Design
Team r r
Develop IT Busines Sales,
Backend
ment Manage s Marketin
Integration
Team r Analyst g
 QA Busines
Testing and Product
QA Team Manage s
QA Manager
r Analyst
Develop IT Product Sales,
Deploymen
ment Manage Manage Marketin
t
Team r r g
Training Busines
User Custome End
Manage s
Training r Support Users
r Analyst

Project In Scope Use Case:

1. View Insurance Products: Customers can

explore different products such as auto, home,
health, life, and property insurance.
2. Get Real-time Quotes: Customers can get
instant quotes by entering personal information
and insurance preferences.
3. Compare Insurance Products: The system will
allow users to compare different policies side by
side.
 4. Purchase Insurance Policy: Customers can
select a policy and complete the purchase
through an integrated payment gateway.
5. Manage Policies: Customers can renew, view,
and update their insurance policies.
6. Claims Filing and Tracking: Users can file claims
and track their progress through the application.

Project Out of Scope Use Case:

1. Agent and Broker Management: The application

will not include functionalities for managing
agents and brokers.
2. Customizable Policy Building: The system will
only offer predefined packages; fully
customizable policies are out of scope.
3. Third-Party Insurance Add-ons: Integration with
external services like roadside assistance or
health add-ons is excluded.
4. Advanced Analytics: Detailed analytics and
reporting on user behavior will be part of a
separate project phase.
Business Requirements:

1. The system must allow customers to view all

insurance products (auto, home, health, life,
property).
2. The system must generate real-time quotes based
on customer input.
3. Customers should be able to compare insurance
policies and select the most appropriate one.
4. The system must enable users to purchase
insurance policies online securely.
5. The application must provide a user account
portal where customers can manage their policies
and file claims.
6. The system must provide notifications (via
email/SMS) to customers regarding renewals,
policy updates, and claims statuses.

Functional Requirements:

1. User Interface:
 a. The system must be accessible via web and
mobile applications.
b. It should provide an intuitive user interface for
product exploration and policy management.
2. Quote Generation:
a. The system must generate real-time quotes
based on inputs like vehicle details, home
value, health information, etc.
3. Policy Comparison:
a. The application must allow customers to
compare up to 3 policies simultaneously.
4. Purchase Process:
a. The system must offer a secure, integrated
payment gateway for completing policy
purchases.
5. Policy Management:
a. The system must allow users to view policy
details, renew policies, and update personal
information.
6. Claims Management:
 a. The system must provide a way for customers
to file claims and track the progress of claims
in real time.

Non-Functional Requirements:

1. Performance:
a. The system must handle up to 10,000
simultaneous users without performance
degradation.
2. Security:
a. The system must adhere to industry-standard
data encryption protocols (e.g., SSL, TLS) to
ensure secure transactions and data privacy.
3. Usability:
a. The interface must be user-friendly and
accessible to users with limited technical
knowledge.
4. Availability:
a. The system must be available 99.9% of the
time, with maintenance windows planned
during off-peak hours.
API Requirements:

1. Real-time Quote API:

a. The application must integrate with third-
party data providers (e.g., for vehicle or
property data) to provide real-time quotes.
2. Payment Gateway API:
a. The system must integrate with a secure
payment gateway (e.g., Stripe, PayPal) for
handling online transactions.
3. Claims API:
a. The system must expose an API for internal
systems to track and manage claims
processing.

Integration Requirements:

1. Backend System Integration:

a. The application must integrate with the
existing policy management and CRM
systems for real-time data processing.
 2. Payment Gateway Integration:
a. The application must integrate with third-
party payment systems to process online
policy purchases securely.
3. Customer Support System:
a. The system must integrate with a customer
support system (e.g., Zendesk) to manage
inquiries and assist with claims.

Database Requirements:

1. The database must store customer details, policy

data, and transaction history.
2. The database must be optimized for real-time
read/write operations to support high-volume
transactions.
3. The database must ensure data consistency and
integrity during policy updates, purchases, and
claims processing.
Transition Requirements:

1. The system must ensure seamless migration from

the existing manual process to the new digital
platform without disrupting current operations.
2. Data from the legacy system (customer records,
policy information) must be migrated into the new
system.
3. Customers must be informed and educated on
how to use the new platform through proper
onboarding and tutorials.

Data Dictionary:

Dat
Field a
Description Example
Name Typ
e
Custom Unique identifier for Inte
12345
er_ID a customer ger
Policy_I Unique identifier for Inte
67890
D an insurance policy ger
Quote_A Amount for the Deci
1500.00
mount insurance quote mal
Policy_S
Date the policy Dat
tart_Dat 2024-01-01
coverage begins e
e
Pending,
Claim_S Status of an Strin
Approved,
tatus insurance claim g
Rejected

Project Risks:

1. Data Breach: Risk of exposing sensitive customer

and policy data.
2. Integration Failures: Risk of failed integration
with third-party payment systems or backend
systems.
3. Low User Adoption: Customers may not adopt
the digital platform due to a lack of trust or
technical issues.
Project Dependencies:

1. Availability of third-party payment gateway

services.
2. Timely delivery of policy data from the existing
systems.
3. Compliance with insurance regulatory bodies.

Project Issues:

1. Backend System Compatibility: Legacy systems

may not fully support real-time data processing,
requiring additional development time.
2. User Experience Design: Delays in finalizing the
user experience design may lead to customer
dissatisfaction.

Project Constraints:

1. The project must be completed within a 6-month

timeline.
2. The total budget for the project is $500,000.
 3. Regulatory approval for selling insurance policies
online must be obtained before the system goes
live.

Project Assumptions:

1. All stakeholders will be available for timely

feedback and approvals.
2. Customers will be able to use the internet and
mobile devices for insurance transactions.
3. Third-party systems (e.g., payment gateways) will
work as expected without significant issues.

Glossary:

• Policy: A contract between the insurance

company and the customer outlining the terms of
coverage.
• Premium: The amount a customer pays to
purchase an insurance policy.
• Claim: A request for compensation by a customer
in case of an insured event.
• CRM: Customer Relationship Management
system used to manage customer data and
interactions.
• API: Application Programming Interface that
allows different systems to communicate with
each other.
SOFTWARE REQUIREMENT SPECIFICATION
Project Name: Insurance Application Development

1. Introduction

1.1 Purpose

The purpose of this Software Requirements

Specification (SRS) is to define the detailed software
requirements for the development of the Insurance
Application, which will allow customers to explore,
compare, and purchase insurance products such as
auto, home, health, life, and property insurance. This
document serves as a comprehensive guide for
developers, testers, and stakeholders to ensure that
the software meets the business and functional needs
outlined in the Business Requirement Document
(BRD).

1.2 Scope

This SRS covers the functional, non-functional, API,

integration, database, and system requirements
necessary for the implementation of the Insurance
Application. It includes features such as product
exploration, quote generation, policy comparison,
online purchase, policy management, claims
processing, and integration with third-party payment
gateways and internal insurance systems.

1.3 Definitions, Acronyms, and Abbreviations

• BRD: Business Requirements Document

• API: Application Programming Interface
• SLA: Service Level Agreement
• UI: User Interface
• UX: User Experience
• CRM: Customer Relationship Management
system
• Quote: Estimated insurance cost based on
customer data

1.4 References

• Business Requirement Document (BRD) for

Insurance Application Development.
• Insurance Industry Regulatory Guidelines.
 • API Documentation for third-party Payment
Gateway (e.g., Stripe/PayPal).

2. Overall Description

2.1 Product Perspective

The Insurance Application will replace the current

manual system for policy generation, purchasing, and
claims processing. The new system will integrate with
the company's backend CRM, policy management
systems, and third-party payment gateways. The
application will provide both a web-based interface
and a mobile app for ease of use.

2.2 Product Features

• Insurance Product Exploration: Customers can

view details of various insurance products (auto,
home, health, life, property).
• Real-Time Quote Generation: Customers can
obtain instant quotes based on inputs like vehicle
information, property details, or health data.
 • Policy Comparison: Users can compare
insurance products side by side.
• Online Purchase: Customers can buy insurance
policies securely via a payment gateway.
• Policy Management: Customers can view,
renew, and manage their policies.
• Claims Filing and Tracking: Customers can
submit and track claims through the application.

2.3 User Classes and Characteristics

• Customers: End users of the application who

explore products, get quotes, purchase
insurance, and file claims.
• Admin: Internal users responsible for customer
support, managing requests, and handling claims.
• Third-party Payment Gateway: Integration of
external payment systems for policy transactions.

2.4 Operating Environment

• Web Application: Accessible on major web

browsers (Chrome, Firefox, Safari, Edge).
 • Mobile Application: Available on both Android
(version 10 and above) and iOS (version 12 and
above).
• Backend System: The application will be
deployed on a cloud infrastructure with APIs
integrated for real-time quote generation and
payment processing.

2.5 Design and Implementation Constraints

• Compliance with data privacy and security

regulations (GDPR, HIPAA, PCI-DSS).
• Scalability to handle up to 10,000 concurrent
users.
• Integration with existing legacy backend systems.

3. Functional Requirements

3.1 Insurance Product Exploration

• Description: The system will display the details of

all available insurance products (auto, home,
health, life, property).
 • Inputs: User selects the category of insurance
they want to explore.
• Outputs: The system displays available products
with features, coverage details, and pricing.
• User Interaction: Users can click on individual
products for detailed information.

3.2 Real-Time Quote Generation

• Description: Customers will input personal

details and insurance preferences (e.g., car
model, home location), and the system will
generate an instant quote.
• Inputs: Customer details (e.g., age, property
information, health details).
• Outputs: Insurance quote displayed with
breakdown and comparison options.
• Business Rules: The system must calculate
quotes using predefined algorithms based on
customer input data.
• Dependencies: Integration with backend systems
for real-time data retrieval.
3.3 Policy Comparison

• Description: Customers will be able to select and

compare up to 3 insurance products side by side.
• Inputs: Customer selects insurance products for
comparison.
• Outputs: A comparison table showing features,
coverage, and costs of the selected policies.

3.4 Online Purchase

• Description: After choosing a policy, the

customer will proceed with the purchase by
making a payment through the integrated
payment gateway.
• Inputs: Customer-selected policy and payment
details (credit/debit card, bank transfer, etc.).
• Outputs: Confirmation of the policy purchase and
receipt.
• Business Rules: Ensure compliance with secure
payment protocols (PCI-DSS).
• Dependencies: Integration with third-party
payment gateway for processing payments.
3.5 Policy Management

• Description: Customers can manage their

purchased policies, including renewal, view policy
details, and update personal information.
• Inputs: Customer account details, policy number.
• Outputs: Policy details, premium due date,
renewal options.
• Business Rules: Customers must be
authenticated before accessing their policy data.

3.6 Claims Filing and Tracking

• Description: The system allows customers to file

insurance claims and track the status in real time.
• Inputs: Claim details (e.g., incident date,
description, supporting documents).
• Outputs: Claim status updates (e.g., pending,
approved, rejected).
• Business Rules: Claims must follow the
company’s internal validation process before
approval.
4. Non-Functional Requirements

4.1 Performance Requirements

• The system should handle up to 10,000

concurrent users with less than 2 seconds of
response time for key operations (quote
generation, policy purchase).
• The system must be scalable to accommodate
growing customer traffic.

4.2 Security Requirements

• Data encryption (SSL, TLS) must be implemented

for all transactions.
• Multi-factor authentication (MFA) should be
required for customer login and policy
management.
• The system must comply with GDPR, HIPAA, and
PCI-DSS to ensure user privacy and payment
security.
4.3 Usability Requirements

• The user interface must be intuitive, allowing

users to navigate the application with minimal
technical knowledge.
• The mobile app must support swipe and touch
features for ease of use.

4.4 Availability Requirements

• The system must have 99.9% uptime with

maintenance windows scheduled during off-peak
hours.
• Automatic failover should be in place to ensure
system availability during hardware failures.

4.5 Reliability

• The system should ensure data integrity during

transactions, especially when generating quotes,
processing payments, and updating policy details.
• All transactions must be logged for auditing and
troubleshooting purposes.
5. API Requirements

5.1 Real-Time Quote API

• The application must integrate with external

databases (e.g., vehicle registry, property records)
to retrieve real-time data for quote generation.
• The API must respond within 1 second to ensure a
smooth user experience.

5.2 Payment Gateway API

• The system must integrate with third-party

payment providers (e.g., Stripe, PayPal) to handle
secure transactions.
• The API must support multiple payment methods
and currencies.

5.3 Claims API

• The system must expose an internal API for claim

status tracking, allowing customers to view real-
time updates on their claims.
 • The API must be capable of handling large data
sets for image uploads and document
submissions.

6. Integration Requirements

6.1 Backend System Integration

• The system must integrate with existing CRM and

policy management systems to retrieve and
update policy data in real time.
• The integration must support real-time
synchronization of customer data, quotes, and
policy statuses.

6.2 Payment Gateway Integration

• The system must integrate with third-party

payment gateways (e.g., Stripe, PayPal) for secure
transaction processing.
• The integration must support payment
authentication, refunds, and receipts.
6.3 Customer Support Integration

• The system must integrate with the company’s

customer support platform (e.g., Zendesk) for
tracking and resolving customer issues.

7. Database Requirements

7.1 Customer Database

• Store customer details, including personal

information, policy data, and transaction history.
• Ensure real-time updates and retrieval of
customer data with encryption.

7.2 Policy Database

• Store policy details, premium amounts, and

renewal schedules.
• Ensure data integrity during policy updates and
claims processing.
7.3 Claims Database

• Store claim details, supporting documents, and

status updates.
• The system must allow for large file uploads and
efficient data retrieval.

8. Transition Requirements

• Migrate data from the legacy system into the new

platform without disrupting operations.
• Conduct training for internal teams (admin,
customer support) on how to use the new system.
• Implement customer onboarding tutorials to help
users transition to the new platform.

9. Project Risks

1. Data Security Breach: Risk of customer data

being compromised during or after transactions.
2. Integration Delays: Possible delays in integrating
the system with legacy databases and third-party
payment gateways.
 3. System Downtime: Risk of system failures during
peak times due to insufficient infrastructure.

10. Glossary

• Claim: A request for payment based on a covered

loss.
• Policy: A contract outlining the terms of
insurance coverage.
• Premium: The amount a customer pays for an
insurance policy.
• API: Application Programming Interface, a set of
functions for building software applications.
• Quote: An estimate of the premium for an
insurance policy.
USER STORY AND ACCEPTANCE CRITERIA
User Story 1: View Insurance Products

As a customer, I want to view the details of different

insurance products (auto, home, health, life,
property), so that I can explore my options and choose
a suitable policy.

Acceptance Criteria:

1. The system must display a list of available

insurance products.
2. Each product should show a summary (name,
description, coverage, starting premium).
3. The customer must be able to click on a product
to view more details (policy terms, coverage
limits, exclusions).
4. The UI should be responsive on both web and
mobile devices.
5. The customer must be able to navigate back to
the product list after viewing details.
User Story 2: Get Real-Time Quote

As a customer, I want to receive an instant, real-time

quote for my insurance policy based on my input, so
that I can make an informed decision about
purchasing a policy.

Acceptance Criteria:

1. The customer must be able to enter personal

details (e.g., car model, home address, age, etc.).
2. The system must calculate a real-time quote
based on the inputs.
3. The quote should be displayed within 2 seconds
after form submission.
4. The system should show a breakdown of the
premium, including any discounts or add-ons.
5. If the system cannot calculate a quote, a message
should be displayed with further instructions or
alternative actions.
6. The customer must have the option to save the
quote for future reference.
User Story 3: Compare Insurance Products

As a customer, I want to compare multiple insurance

products, so that I can select the best one based on
coverage and price.

Acceptance Criteria:

1. The customer must be able to select up to 3

insurance products for comparison.
2. The system must display a side-by-side
comparison of the selected products.
3. Comparison criteria should include coverage
amount, premium, exclusions, and additional
features.
4. The customer must be able to remove or add
products to the comparison list before
proceeding.
5. The comparison screen should be mobile-
responsive and allow for easy navigation.
User Story 4: Purchase Insurance Policy

As a customer, I want to securely purchase an

insurance policy online after selecting it, so that I can
complete my transaction without needing to visit an
agent.

Acceptance Criteria:

1. The customer must be able to select a policy and

proceed to payment.
2. The system must provide payment options (credit
card, debit card, bank transfer, etc.).
3. The payment gateway must be integrated and
adhere to PCI-DSS standards for secure
transactions.
4. After successful payment, the system must send
an email confirmation with the policy details.
5. The system should display a success message
and allow the customer to download the policy
document.
6. If the payment fails, an error message must be
displayed with possible actions (e.g., retry,
contact support).
User Story 5: Manage Purchased Policies

As a customer, I want to view, renew, and manage my

purchased policies in one place, so that I can stay
informed and maintain my insurance coverage.

Acceptance Criteria:

1. The system must allow customers to view a list of

their active and expired policies.
2. Each policy must display key details such as
premium due date, renewal options, and policy
coverage.
3. The customer must be able to renew a policy by
initiating a payment process through the
application.
4. The system should allow the customer to update
personal details (e.g., contact information) linked
to the policy.
5. Notifications should be sent to the customer
regarding upcoming renewals.
 6. The customer must be able to download policy
documents.

User Story 6: File and Track Claims

As a customer, I want to file a claim and track its

status, so that I can easily manage my claims process
without needing to contact an agent.

Acceptance Criteria:

1. The customer must be able to select a policy and

file a new claim by filling out a form with incident
details.
2. The system must allow customers to upload
supporting documents (e.g., photos, receipts)
with the claim.
3. Once submitted, the customer should receive a
confirmation email with claim details.
4. The system must allow customers to view the
status of the claim (e.g., pending, approved,
rejected) on a dashboard.
 5. The system must display status updates for each
claim (e.g., under review, additional
documentation required).
6. If the claim is approved, the system must display
the payout information.

User Story 7: Customer Registration and

Authentication

As a customer, I want to register for an account and

securely log in, so that I can manage my policies and
access my quotes and claims.

Acceptance Criteria:

1. The customer must be able to register by

providing personal information (name, email,
phone number).
2. The system must validate the customer’s email
via a confirmation link sent during registration.
3. The customer must be able to log in using email
and password.
 4. Multi-factor authentication (MFA) must be
enabled for additional security.
5. The customer should be able to reset their
password via a "Forgot Password" option.
6. The customer must be logged out after 15 minutes
of inactivity.

User Story 8: Integration with Payment Gateway

As a system, I need to securely process customer

payments using a third-party payment gateway, so
that customers can complete their policy purchase
transactions.

Acceptance Criteria:

1. The system must integrate with a third-party

payment gateway (e.g., Stripe, PayPal) to handle
secure transactions.
2. Payment transactions must be encrypted using
SSL/TLS.
 3. The system must return payment success or
failure statuses from the gateway and display
appropriate messages to the customer.
4. In case of failed payments, the system must allow
the customer to retry or choose a different
payment method.
5. A payment receipt should be automatically
generated and emailed to the customer upon
success.

User Story 9: System Notifications

As a customer, I want to receive notifications about

important updates like policy renewals and claim
status changes, so that I can stay informed and take
necessary actions.

Acceptance Criteria:

1. The system must send notifications for upcoming

policy renewals, policy purchases, claim
submissions, and claim status updates.
 2. Notifications must be sent via email and SMS (if
provided by the customer).
3. The notification content must be personalized
with the customer’s name, policy details, and
clear action items (e.g., payment due, claim
approved).
4. The system must allow customers to configure
their notification preferences (email, SMS, or
both).
5. Notifications should be triggered automatically
based on system events (e.g., payment
completion, claim approval).

User Story 10: Admin Dashboard for Claims

Management

As an admin, I want to access a dashboard where I

can view and manage customer claims, so that I can
ensure timely and accurate processing of claims.
Acceptance Criteria:

1. The system must provide an admin dashboard

that lists all customer claims with their status
(pending, under review, approved, rejected).
2. The admin must be able to filter claims based on
status, policy type, or customer.
3. The admin should be able to approve, reject, or
request additional information for a claim.
4. The system must log all actions taken by the
admin for auditing purposes.
5. The admin should receive notifications when new
claims are submitted or require attention.
6. The system must allow the admin to export claim
data for reporting purposes.
USE CASE
Use Case 1: View Insurance Products

• Use Case ID: UC001

• Use Case Name: View Insurance Products
• Use Case Description: The customer views
available insurance products (auto, home, health,
life, and property) to explore and choose a
suitable option.
• Primary Actor: Customer
• Supporting Actor: None
• Pre-Condition: Customer has accessed the
application or website.
• Post Condition: Customer is presented with the
details of various insurance products.
• Main Flow:
o Actor Step: Customer navigates to the
insurance products section.
o System Response: The system displays a list
of available insurance products.
o Actor Step: Customer clicks on a product to
view more details.
o System Response: The system presents
detailed information about the selected
 insurance product (coverage, exclusions,
premium, etc.).
o Actor Step: Customer can choose to return to
the product list or proceed with other actions
like getting a quote.
o System Response: The system navigates
back to the product list or takes the customer
to the relevant next page.
• Alternate Flow:
o If the customer is not logged in, they can still
view the product list but will be prompted to
log in when trying to proceed with
personalized actions (e.g., getting a quote).
• Exception Flow:
o If there is a technical error fetching product
data, the system displays a message: "Unable
to retrieve product information at this time.
Please try again later."
• Additional Requirements:
o Functional: The system must allow
customers to view insurance products even
without logging in.
 o Non-Functional: The product information
must load within 2 seconds.
o Database: The system should retrieve
product data from the insurance product
database.
o Technical: The system must be optimized to
handle multiple requests for product data
concurrently.

Use Case 2: Get Real-Time Quote

• Use Case ID: UC002

• Use Case Name: Get Real-Time Quote
• Use Case Description: The customer requests a
real-time quote for their desired insurance
product by entering personal and policy-related
details.
• Primary Actor: Customer
• Supporting Actor: External Data Source (e.g.,
vehicle or property database)
• Pre-Condition: Customer is logged in and has
selected an insurance product.
• Post Condition: The customer receives a real-
time quote based on their input.
• Main Flow:
o Actor Step: Customer selects "Get a Quote"
for an insurance product.
o System Response: The system presents a
form requesting personal details (e.g., vehicle
make/model, home address, age).
o Actor Step: Customer fills out the form and
submits it.
o System Response: The system sends the
data to external sources and retrieves
relevant information (e.g., car value, location
risk).
o System Response: The system calculates
the quote and displays it to the customer,
including the premium breakdown.
o Actor Step: Customer can save the quote or
proceed to purchase the policy.
• Alternate Flow:
 o If the customer cancels the process, the
system discards the entered data and returns
to the product page.
• Exception Flow:
o If external data sources are unavailable, the
system displays a message: "Unable to
retrieve data for quote generation. Please try
again later."
o If invalid inputs are provided (e.g., incomplete
data), the system prompts the customer to
complete the missing fields.
• Additional Requirements:
o Functional: The system must calculate
quotes in real-time based on customer
inputs.
o Non-Functional: The quote must be
generated within 2 seconds after data
submission.
o Database: The system must store quote
request data for auditing and future
reference.
 o Technical: API calls to external data sources
must be optimized for performance and
reliability.

Use Case 3: Compare Insurance Products

• Use Case ID: UC003

• Use Case Name: Compare Insurance Products
• Use Case Description: The customer compares
multiple insurance products to make an informed
choice.
• Primary Actor: Customer
• Supporting Actor: None
• Pre-Condition: The customer has selected
multiple insurance products to compare.
• Post Condition: The customer views a detailed
comparison of the selected products.
• Main Flow:
o Actor Step: Customer selects multiple
insurance products and clicks "Compare."
o System Response: The system retrieves
product details and presents a side-by-side
 comparison (coverage, premium, exclusions,
etc.).
o Actor Step: Customer reviews the
comparison.
o System Response: The system allows the
customer to make a selection for further
actions (e.g., get a quote or purchase a
policy).
• Alternate Flow:
o If the customer chooses fewer than two
products, the system displays a message
prompting them to select at least two
products for comparison.
• Exception Flow:
o If product details cannot be retrieved, the
system shows an error: "Unable to compare
products at this time. Please try again later."
• Additional Requirements:
o Functional: The system must allow
customers to compare at least 3 insurance
products.
 o Non-Functional: The comparison page must
load within 3 seconds.
o Database: The system retrieves product data
from the product database and caches it for
performance improvement.
o Technical: The comparison feature must be
optimized for quick retrieval and display of
multiple products.

Use Case 4: Purchase Insurance Policy

• Use Case ID: UC004

• Use Case Name: Purchase Insurance Policy
• Use Case Description: The customer purchases
an insurance policy after selecting and reviewing
the product.
• Primary Actor: Customer
• Supporting Actor: Payment Gateway
• Pre-Condition: The customer has received a
quote or selected a policy.
• Post Condition: The policy is purchased, and the
customer receives confirmation.
• Main Flow:
o Actor Step: Customer clicks "Purchase
Policy" after selecting a product or receiving a
quote.
o System Response: The system displays the
payment page with available payment
options.
o Actor Step: Customer selects a payment
method and enters payment details.
o System Response: The system submits the
payment to the payment gateway for
processing.
o System Response: Upon successful
payment, the system confirms the purchase,
sends an email with policy details, and
displays a success message to the customer.
• Alternate Flow:
o If the customer cancels the payment, the
system redirects back to the product or quote
page without finalizing the transaction.
• Exception Flow:
 o If the payment fails, the system displays a
message: "Payment failed. Please try again or
use a different method."
• Additional Requirements:
o Functional: The system must integrate with a
third-party payment gateway for secure
transactions.
o Non-Functional: The payment process must
complete within 5 seconds after payment
submission.
o Database: The system stores transaction
details and updates the policy database upon
successful purchase.
o Technical: The system must comply with PCI-
DSS standards for payment security.

Use Case 5: File and Track Claims

• Use Case ID: UC005

• Use Case Name: File and Track Claims
• Use Case Description: The customer files an
insurance claim and tracks its status through the
system.
• Primary Actor: Customer
• Supporting Actor: Admin (Claims Handler)
• Pre-Condition: The customer has an active policy
and is logged in.
• Post Condition: The claim is submitted, and the
customer can track its status.
• Main Flow:
o Actor Step: Customer navigates to the "File a
Claim" section and selects a policy.
o System Response: The system displays a
form to collect claim details (incident date,
description, supporting documents).
o Actor Step: Customer fills out the form and
submits the claim.
o System Response: The system validates the
claim and uploads any supporting
documents.
 o System Response: The system submits the
claim for processing and displays a
confirmation message to the customer.
o Actor Step: Customer can track the claim
status via the dashboard.
• Alternate Flow:
o If the customer cancels the process, the
system discards the claim data and returns to
the dashboard.
• Exception Flow:
o If there is a validation error (e.g., missing
required fields), the system prompts the
customer to complete the form before
submission.
• Additional Requirements:
o Functional: The system must allow
customers to upload documents as part of
their claim.
o Non-Functional: The claim submission must
complete within 3 seconds, and document
uploads must be optimized.
o Database: The system stores claim data in
the claims database and updates it as the
claim progresses.
o Technical: The system must provide secure
document upload functionality and track the
status of each claim.