Web Based Insurance Management System
for Ethiopian Insurance Company
A Senior Project Presentation
By: Mintesnot Abebe, Konjit Fanta, Mebratu Markos
, Merihun Ayele, Mekibib Elias, Yisak Madalcho
Advisor: Mr. Tsega A. (MSc.)
May 2024
Embracing Digital Transformation in Ethiopian Insurance
● The Rise of Technology: Technology is transforming industries worldwide,
and the insurance sector is no exception. Web
based solutions offer immense potential for streamlining operations, enhan
cing customer experience, and driving growth.
● The Ethiopian Context: The Ethiopian insurance industry is in a nascent sta
ge of development, with significant opportunities for modernization and inn
ovation.
● Challenges and Opportunities: While challenges exist, such as limited tech
nological infrastructure and digital literacy, the potential benefits of digitaliz
ation outweigh the obstacles.
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The Need for Modernization – Addressing Industry Challenges
Inefficient Processes Limited Accessibility Lack of Transparency Poor Data Management
Traditional paper Customers face diffi Customers often lack Fragmented data
based processes are time culties accessing inf visibility into the spread across
consuming, prone to error ormation and servic status of their ap departments
s, and lead to delays in ser es outside of physic plications, payme hinders analys
vice delivery. al branch locations nts, and claims, le is and informe
and business hours. ading to frustrati d decision-
on and distrust. making.
01
02 03 04
WIMS – A Vision for the Future
● Introducing WIMS: The Web-
Based Insurance Management System (WIMS) is a propose
d solution to address the challenges faced by the Ethiopian
insurance industry.
● A Comprehensive Platform: WIMS will offer a unified platf
orm for managing all aspects of insurance operations, from
policy administration to claims processing and customer se
rvice.
● Increased Efficiency: Automation and streamlined workflo
ws will reduce manual tasks, minimize errors, and improve
processing times.
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COMPANY
Cont..
● Enhanced Customer Experience: WIMS will empower cust
omers with self-
service options, providing 24/7 access to information and s
ervices, leading to increased satisfaction and loyalty.
● Data-
Driven Insights: WIMS will leverage data analytics to provi
de valuable insights for risk assessment, product developm
ent, marketing strategies, and personalized customer exper
iences
Wbims insurance
COMPANY
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Project Goals – A Step-by-
Step Approach
● Needs Assessment: Conduct a thorough analysis of the exi
sting system, identifying pain points and areas for improve
ment.
● Requirement Gathering: Engage with stakeholders to gath
er comprehensive functional and non-
functional requirements.
● System Design: Develop a robust and scalable system arch
itecture, incorporating best practices in software engineerin
g, security, and user experience design.
● Technology Selection: Choose appropriate programming l
anguages, frameworks, and database technologies.
● Development and Implementation: Build the system with Wbims insurance
clean, efficient code and integrate necessary components. COMPANY
● Testing and Quality Assurance: Conduct rigorous testing t
o ensure functionality, performance, and security.
Understanding the Existing System
Manual and Paper Limited Customer Access Data Silos Lack of Automation
Reliance on paper form Customers must visit p Information is fragment Information is fragment
s, physical files, and ma hysical branch location ed across departments, ed across departments,
nual data entry leads to s or rely on phone calls hindering collaboratio hindering collaboratio
inefficiencies and error for inquiries and servic n and a unified view of n and a unified view of
s e requests. customer data. customer data.
Core Functionalities
● User Management:
○ Secure user registration and login
○ Role-based access control (customer, agent, underwriter, administrator)
○ User profile management
● Policy Management:
○ Online policy applications and quotes
○ Policy issuance and renewals
○ Policy modifications and cancellations
○ Policy document management
Cont..
Premium Management:
• Secure online premium payments
• Integration with various payment gateways (e.g., Telebirr)
• Automatic payment reminders and notifications
Claims Management:
• Online claim submission and tracking
• Secure document upload for supporting evidence
• Communication with claims adjusters
• Automated claim status updates
Customer Service:
• Online inquiry submission and tracking
• Knowledge base and FAQs
• Live chat support (optional)
• Feedback mechanisms
Reporting and Analytics:
• Generate reports on sales, claims, customer demographics, financial data, and other key
metrics.
• Data visualization tools for insights and trend analysis.
• Customizable reports for different user roles.
Additional Features and Functionalities
● Agent Portal: A dedicated portal for insurance agents to manage th
eir clients, policies, and commissions.
● Underwriting Module: Tools and data for risk assessment and unde
rwriting decisions.
● Document Management System: Secure storage and retrieval of p
olicy documents, claims documents, and other important files.
● Communication Tools: Email and SMS notifications for policy updat
es, payment reminders, and claim status updates.
● Marketing and Campaign Management: Tools for targeted market
ing campaigns and customer engagement.
System Design and Architecture
Presentation Layer (UI) Data Access Layer
Responsible for user interaction, imp Manages interactions with the d
lemented using HTML, CSS, JavaS atabase, implemented using PH
cript, and potentially JavaScript fr P and database connectivity libr
ameworks like React or Angular. aries.
Business Logic Layer Micro-services Architecture (Optional):
Handles core application logic, For complex systems, we can consider
calculations, and data processin a microservices architecture to brea
g, implemented using PHP and f k down functionalities into indepen
rameworks like Zend Framewor dent, loosely coupled services. This
k or Symfony approach offers scalability and fault
isolation.
Cont..
Subsystem Decomposition Insured Management
The system will be further deco Handles insured information (r
mposed into smaller, manag egistration, updates, deleti
eable subsystems on, approval).
Report Management Account Management
Manages report generation, ap Responsible for user account creation,
proval, deletion, and viewing. deletion, and updates.
Cont..
Payment Management Accident Management
Processes payments, calculates Handles accident reporting an
premiums, and updates paym d viewing.
ent records.
Notice Management Database Connection
Allows for posting, viewing, a Establishes and manages the connecti
nd deleting notices. on between the application and the
database.
Technology Stack – Building a Robust System
Frontend Development:
HTML, CSS: For structuring and styling the user interface.
JavaScript: To add interactivity and dynamic elements to t
he UI. HTML
JavaScript Frameworks (Optional): React, Angular, or Vu CSS
e.js for streamlining front-
end development, improving performance, and enhancing JAVASCRIPT
maintainability. JS FRAMWORK
Technology Stack – Building a Robust System
Backend Development
PHP: A versatile server-side scripting language, well-
suited for web application development.
Zend Framework: A robust PHP framework offering featur Other
es like routing, database connectivity, and security. Zend Framwork
Symphony (Optional): We will integrate components fro
m the Symfony framework to enhance functionality and m Symphony
aintainability. PHP
Database
o MySQL: A popular open-
source relational database management syst
em (RDBMS) known for its reliability, perform
ance, and scalability.
Additional Tools
• Composer: A dependency manager for PHP to
manage external libraries and packages.
• Varnish: A high-
performance HTTP accelerator for full-
page caching to improve website speed and re
duce server load.
• Redis: An in-
memory data store for session management, c
aching, and performance optimization
System Modelling – Visualizing Interactions
Use Case Diagrams
We will use use case diagrams to visually r
epresent the interactions between actors (
customers, agents, employees) and the sys
tem, depicting functionalities and user role
s.
Cont..
Sequence diagram
Sequence diagrams will illustrate the chron
ological flow of messages exchanged betw
een objects within a specific use case, prov
iding a detailed view of system interaction
s.
Cont..
Activity Diagrams
Activity diagrams will visualize the overall f
low of complex processes, showcasing acti
vities, decisions, and transitions within a us
e case.
Cont..
Class Diagrams
Class diagrams will model the system's dat
a structure, showing classes (objects), attri
butes, and relationships, providing a bluep
rint for the database design.
Implementation – Bringing the Design to Life
● Modular Design: The system will be developed using a modular design app
roach, breaking down functionalities into smaller, reusable components to e
nhance maintainability and flexibility.
● Object-
Oriented Programming (OOP): We will leverage OOP principles like encap
sulation, inheritance, and polymorphism to model real-
world entities and improve code organization and reusability.
● API Integration: We will integrate with external APIs, such as payment gate
ways like Telebirr, to provide additional functionality and enhance user expe
rience.
● Version Control: We will utilize a version control system like Git to track ch
anges to the codebase, facilitate collaboration among developers, and ensu
re code integrity.
● Testing: A comprehensive testing strategy will be implemented:
Cont..
Deployment:The system will be deployed to a secure and reliable host
ing environment. We will consider cloud
based options for scalability and flexibility.
Maintenance and Support:
We will provide ongoing system maintenance, including bug fixes,
security updates, and performance optimization.
A dedicated support team will address user issues and provide assi
stance.
User Interface Design – User-Centric Approach
● Responsive Design: The user interface will adapt to different scre
en sizes (desktop, mobile, tablet) for optimal user experience acro
ss devices.
● Accessibility: We will follow accessibility guidelines to make the s
ystem usable by people with disabilities, incorporating features lik
e screen reader compatibility and keyboard navigation.
● Intuitive Navigation: We will design a user-
friendly interface with clear navigation menus and intuitive workfl
ows to guide users through tasks efficiently.
● Data Validation: Robust data validation techniques will be imple
mented to prevent errors and ensure data integrity.
● Security Measures: Secure login forms, strong password policies,
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SYSTEM
and data encryption will be implemented to protect sensitive user
information.
● Visual Design: The UI will have a visually appealing and modern d
esign that aligns with the Ethiopian Insurance Company's branding
User Interface - Key Features
● Customer Dashboard: A personalized dashboard where customer
s can view their policy details, make payments, file claims, track cl
aim status, and access important documents.
● Agent Portal: A dedicated portal for agents to manage their client
s, policies, commissions, and access sales and performance report
s.
● Claims Submission Wizard: A step-by-
step guide to assist customers in filing claims easily and accurately
.
● Search Functionality: Advanced search options to allow users to q
uickly find policies, claims, and other information.
● Reporting Tools: Interactive dashboards and reporting tools to pr
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ovide insights into sales, claims, customer demographics, and othe
r key metrics.
Project Timeline – A Phased Approach
● Phase 1: Planning and Requirements (1-2 months):
○ Conduct a detailed analysis of the existing system.
○ Gather comprehensive requirements from stakeholders.
○ Define the project scope, objectives, and deliverables.
○ Develop a project plan with timelines and milestones.
● Phase 2: Design and Development (3-6 months):
○ Design the system architecture, databases, and user interfaces.
○ Develop the software components and integrate APIs.
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○ Conduct regular code reviews and unit testing. SYSTEM
CONT..
● Phase 3: Testing and Deployment (1-2 months):
○ Perform rigorous integration testing and user acceptance testing.
○ Deploy the system to a production environment.
○ Provide initial user training and support.
● Phase 4: Maintenance and Support (Ongoing):
○ Provide ongoing system maintenance, including bug fixes, security updates, an
d performance optimization.
○ Implement new features and enhancements based on user feedback and busin
ess requirements.
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Project Costs – A Breakdown
Development Costs: Include costs f Cloud Hosting Costs : If a cloud-
or software development, syste based deployment is chosen,
m design, testing, and project m consider the ongoing costs fo
anagement. r cloud services.
Hardware Costs: Include costs for s Maintenance and Support Cost
ervers, network equipment, and s: Include costs for ongoing s
user workstations. ystem maintenance, bug fixes
Software Licenses: Include costs for , security updates, and user su
any required software licenses f pport.
or operating systems, databases,
development tools, and third-
party libraries.
Risk Management – Anticipating Challenges
Technological Risks: Mitigate risks related to technology selection, integratio
n, and compatibility.
Security Risks: Implement robust security measures to protect against cyber t
hreats and data breaches.
Project Management Risks: Ensure effective project management practices t
o mitigate risks of delays, budget overruns, and scope creep.
Change Management Risks: Plan for a smooth transition to the new system a
nd address potential resistance to change from employees and customers.
Benefits for Ethiopian Insurance Company
Increased Efficiency: Streamlined processes, reduced manual tasks, and impr
oved accuracy will lead to significant efficiency gains.
Cost Savings: Automation and reduced errors will lower operational costs and
improve resource allocation.
Enhanced Customer Satisfaction: Improved accessibility, transparency, and r
esponsiveness will lead to higher customer satisfaction and loyalty.
Competitive Advantage: WIMS will provide a competitive edge in the market,
attracting new customers and retaining existing ones.
Data-
Driven Decision Making: Comprehensive data analytics will enable better
risk assessment, product development, and targeted marketing strategies.
Benefits for Customers
Convenience: 24/7 access to policy information, online payments, and claims
filing.
Transparency: Real-
time visibility into policy details, claim status, and account information.
Faster Service: Reduced processing times for applications, claims, and custom
er requests.
Personalized Experience: Customized insurance offerings and targeted comm
unication based on individual needs and preferences.
Benefits for Insurance Agents
Increased Productivity: Automated workflows and streamlined processes will
improve agent productivity.
Enhanced Customer Service: Agents will have more time to focus on building
relationships and providing personalized service to clients.
Improved Sales and Commissions: WIMS will provide agents with tools and i
nformation to generate leads, track sales performance, and increase comm
issions.
Implementation Approach – A Phased Rollout
Phase 1 Phase 2
Core Functionalities: Focus on e Outsourcing specific business functions
ssential features such as poli (such as accounting or IT) to a third-
cy management, claims proc party provider to reduce costs and
essing, and online payments. increase time efficiency
Phase 3 Phase 4
Web Application and Integrati Continuous Improvement: Continuou
ons: Develop a mobile applic sly monitor performance, gather us
ation and integrate with exte er feedback, and implement enhan
rnal systems. cements and new features.
Sustainability and Scalability – Planning for the Future
● Scalable Architecture: The system architecture should be designe
d to accommodate future growth in users, data volume, and functi
onality.
● Open Standards and Technologies: Using open standards and te
chnologies will ensure interoperability and avoid vendor lock-in.
● Cloud-Based Deployment (Optional): Consider cloud-
based deployment options for scalability, flexibility, and disaster r
ecovery.
● Continuous Improvement: Regularly review and update the syste
m based on user feedback, technological advancements, and evol
ving business needs
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Security Considerations – Protecting Sensitive Data
● Data Encryption: Implement encryption at rest and in transit to pr
otect sensitive customer information.
● Access Controls: Implement role-
based access controls to limit access to authorized personnel only.
● Secure Authentication: Enforce strong password policies and con
sider multi-factor authentication for added security.
● Regular Security Audits: Conduct regular security audits and vuln
erability assessments to identify and mitigate potential risks.
● Compliance with Regulations: Ensure compliance with all releva
nt data privacy and security regulations.
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Potential Challenges and Mitigation Strategies
● Technological Challenges: Address potential issues with technol
ogy integration, compatibility, and performance.
● Resistance to Change: Manage resistance from employees or cus
tomers through effective communication and training.
● Data Migration: Develop a comprehensive plan for migrating data
from the existing system to WIMS.
● Budget Constraints: Prioritize essential features and consider pha
sed implementation to manage costs.
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Project Team and Responsibilities
● Project Manager: Oversees the entire project, ensuring it is deliver
ed on time, within budget, and meets quality standards.
● Business Analyst: Gathers and analyzes requirements, translates
business needs into technical specifications.
● System Architect: Designs the system architecture, including hard
ware, software, and network infrastructure.
● Software Developers: Develop the software components, write c
ode, and conduct unit testing.
● Database Administrator: Designs and manages the database, ens
ures data integrity and security.
● Quality Assurance Testers: Conduct various types of testing to en
sure system functionality and quality.
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● User Experience (UX) Designer: Designs the user interface, ensuri
ng it is user-friendly, intuitive, and accessible.
Stakeholder Engagement – Collaboration is Key
Customers: Gather feedback on needs and preferences, provide training and s
upport, and ensure their satisfaction with the new system.
Insurance Agents: Involve agents in the design and testing process to ensure
the system meets their needs and enhances their productivity.
Employees: Provide training and support to ensure a smooth transition and ad
dress any concerns.
Management: Keep management informed of project progress, challenges, a
nd successes.
Success Measurement – Defining Key Metrics
Increased Efficiency: Measure reduction in processing times, error rates, and
manual tasks.
Cost Savings: Track cost reductions achieved through automation and improv
ed efficiency.
Customer Satisfaction: Monitor customer satisfaction levels through surveys,
feedback forms, and customer support interactions.
Agent Productivity: Measure improvements in agent productivity, sales perfor
mance, and customer service quality.
Data
Driven Insights: Evaluate the effectiveness of data analytics in driving bett
er decision-making and business outcomes.
Next Steps – Moving Forward
● Finalize Project Plan and Budget: we will refine
the project plan and budget based on the detailed requirements a
nd design specifications.
● Secure Funding and Resources: we will obtain
necessary approvals and secure funding for the project.
● Assemble Project Team: Recruit and assemble a skilled project te
am with the necessary expertise.
● Initiate Development Phase: Begin the development phase, follo
wing the agile methodology and project plan
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The Future of Ethiopian Insurance
● WIMS represents a significant s ● By embracing digital transform
tep towards modernizing the Et ation and adopting innovative s
hiopian insurance industry and olutions like WIMS, Ethiopian in
unlocking its full potential. surance companies can enhanc
e their competitiveness, improv
e customer satisfaction, and co
ntribute to the economic devel
opment of the country.
Thanks for your time
Do you have any questions?
+251963369219
ethiopianinsurance.com
