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Insurance company builds secure and compliant customer login experiences

Summary

Our client (who wishes to remain anonymous) is a well-established health insurance provider that was seeking to improve its online service and experience for customers.

The client wanted to offer new and existing customers the ability to securely register for an online account, login and manage their documents, while adhering to strict German information protection laws and the General Data Protection Regulation (GDPR).

The client was referred to ThirdSpace, via Microsoft, to build and integrate custom sign-up and authentication experiences using Azure AD B2C’s advanced user flow functionality.

Results

  • Secure and scalable customer login and authentication processes.
  • Fully compliant handling of customer data.
  • An improved modern user experience for the customer.
  • A customised customer portal solution that maintained the brand identity.
  • Cost/time savings on outsourcing CIAM requirements.
  • Capability to stay up-to-date with changing demands and regulations

The problem

This German insurer started out in the early 1900s as a local health insurance association. Over the last 100 years, it has grown steadily; expanding their customer base and product range to include services such as life, pensions, and general insurance. However, until very recently, they still did not provide an online service offering for their customers.

They realised that to compete with newer insurance providers, they needed to adopt a new approach to interfacing with customers. That started with enabling existing health insurance customers to register for an online account, login and manage their documents themselves.

 

The approach

Our client did not want to rush in and build their own single sign-on (SSO) solution.

They spent time researching a cloud-based service, which could give them scalability and reliability on-tap, and a provider who placed security at the heart of the offering.

They chose Microsoft Azure AD B2C as that solution and then approached Oxford Computer Group (Germany) and ThirdSpace to help with the integration.

The approach was to build custom authentication experiences using B2C’s advanced user flows, including a ‘sign up/activate’ flow, which allowed existing customers to verify their identity and then create a set of credentials in B2C for signing in with at any time.

Woman using her laptop at home to represent easy login experience for insurance company Azure AD B2C case study.

The solution

ThirdSpace’s expertise with advanced B2C user flows was critical for the success of the project.

We were able to model the user experience according to our clients detailed requirements, while still conforming to the modern authentication standards to which B2C adheres.

ThirdSpace worked with the client to developed a customer sign-up flow which included acceptance of our clients latest terms and conditions, activation via known facts, a digital security key (previously posted to the user), email validation and credentials creation.

As part of our engagement with the client we also set up multi-factor authentication (MFA) and helped to developed other standard flows such as user sign-in and password reset.

During the project we also provided knowledge transfer, so that our client could maintain the solution in-house.

 

The outcome

Our client has rapidly progressed from pilot to pilot in production and then to full production mode.

The system has proved a success and has now been implemented in the form of a mobile app, in addition to the initial web-based solution provided.

Next, download our e-Guide ‘Drive GDPR compliance with Azure AD B2C for web applications’. Find out how you can remove one of the weakest technological links in the struggle against cyber-crime.

Learn more about...

Solution

Customer Identity and Access Management (CIAM)

Technology

Microsoft Azure AD B2C

Solution
Industry
Technology

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