Insurance companies must dynamically deliver the right forms and questions to customers based on carrier, product, and regulatory requirements. Traditional workflows often rely heavily on IT, slowing updates and increasing operational risk. The company needed an agile solution to centrally manage questionnaire logic and provide accurate forms to customers in real time.
Challenge
The insurers previous system struggled with rigidity and IT bottlenecks. Backend teams manually built and maintained carrier-specific forms, questions, and rules, resulting in:
- Slow updates when criteria or carrier requirements changed
- Limited visibility into rule logic and downstream impacts
- Manual handoffs between backend and front-end teams
- High IT dependency for even minor logic adjustments
Solution
- The company implemented Decisions to centralize questionnaire management in a configurable, rules-driven framework. Backend users could build carriers, forms, question groups, and questions stored directly in the database. Business teams then applied runtime or instantiated rules to determine which questionnaire should be presented to each customer scenario.
- An API flow generated a JSON structure consumable by the front-end team, ensuring real-time delivery of accurate questionnaires to customers.
Differentiators
- Rules Differentiators: Business-led rule management gave non-technical staff the ability to quickly adapt questionnaires without coding.