Our client is a growing Australian insurance services company specializing in Overseas Student Health Cover (OSHC) and Overseas Visitors Health Cover (OVHC) policies. The company works with multiple leading insurance providers, including NIB, Bupa, Medibank, AIA, AHM, and Allianz Care, to offer customers a seamless platform for comparing and purchasing insurance policies online.
As the client expanded, their backend operations became increasingly dependent on manual processing teams to create policies, access affiliate portals, generate policy letters, and manage provider-specific workflows.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Challenge
- Log in to each insurer’s affiliate portal / super agent portal
- Manually enter customer policy details for each customer on provider portal.
- Select the correct policy type (Single, Couple, Single Parent, Family)
- Double check the policy holder document before Generating the policy certificate
- More human mistake and error in policy certificate.
- Wait for policy letter and then deliver the policy letter after confirmation to the customer manually over email.
- 2FA Authentication Barriers: Some providers enforced strict two-factor authentication (2FA) mechanisms, creating challenges for seamless automated logins through affiliate and super agent portals.
- Payment Processing Restrictions: Several insurers had highly secured payment gateways with strict compliance requirements, making automated payment submission difficult.
- Strict Security Headers & CORS Policies: Provider portals implemented strict HTTP security headers and CORS policies, requiring advanced automation handling to maintain secure session flows and complete transactions reliably.
- High Operational Costs: The client was spending approximately $2,500 per month on backend staffing for manual policy processing.
- Slow Turnaround Times: Policy issuance could take several hours depending on staff workload.
- Human Errors: Manual data entry often resulted in policy setup mistakes and rework.
- Limited Scalability: Increasing customer demand required hiring more backend staff.
- Provider Complexity: Each insurer had different portals, workflows, and validation rules.
Our Solution
We designed and implemented a headless browser automation framework using Python Selenium to automate the complete insurance policy issuance process across all insurance providers.
Automation Workflow:
When a customer submits an application on the client portal:
- The automation engine detects the selected provider and policy type.
- Customer information is auto-filled into the insurer’s portal.
- The correct OSHC / OVHC policy plan is selected.
- The policy is processed instantly.
- The policy certificate / letter is generated.
- The certificate is delivered back to the client portal.
- A headless Selenium bot securely logs into the insurer’s affiliate/super agent portal.
This entire process is completed in 20–25 seconds, without any human intervention.
Technology Stack
To ensure speed, security, and scalability, we implemented the following stack:
Backend Automation:
- AWS IAM for secure role-based access control across automation services
- AWS Secrets Manager for encrypted storage and retrieval of provider login credentials
- AWS KMS for encryption key management and secure credential protection
- Python Selenium for headless browser automation
- Headless Chrome WebDriver for background execution
- Secure credential handling for provider portal authentication
Integration Layer:
- REST API integration between the client portal and automation engine
- Queue-based processing for handling multiple policy requests simultaneously
- Asynchronous event handling to trigger provider automation workflows instantly upon policy submission
- Event-driven REST API architecture between the client portal and automation engine for real-time policy processing requests
Monitoring & Reliability:
- Automated error logging
- Retry mechanisms for provider portal delays
- Real-time status tracking for each policy request
This architecture enabled the client to automate complex workflows while maintaining reliability across multiple insurer portals.
Results Achieved
- Reduce backend team and its cost.
- Reduce human errors and mistake and its impacts on policy
- Eliminated repetitive manual policy entry tasks
- Customeer can buy policy any time 24/7 available.
- Faster policy issuance improved customer satisfaction.
- Real-time policy generation increased conversion rates.
- The client scaled operations without increasing backend staff.
- Staff could focus on customer service rather than repetitive data entry.
- 20–25 second policy issuance
- 70% lower operational costs
- Fully automated B2B & B2C policy workflows
- Multi-provider automation under one system
- Scalable architecture for future insurer integrations
Conclusion
By implementing a headless insurance automation platform, HimSofts Technologies helped this Australian insurance company modernize its operations, eliminate manual processing bottlenecks, and significantly reduce costs.
The solution not only streamlined policy issuance across NIB, Bupa, Medibank, AIA, AHM, and Allianz Care, but also created a scalable foundation for future growth.
With real-time policy generation in under 25 seconds, the client now delivers a faster, more efficient insurance buying experience for both B2B and B2C customers, while operating with dramatically improved efficiency.
The Results
- Policy generation and delivered within 20–25 seconds
- Eliminated repetitive manual policy entry tasks
- 70% reduction in backend manual processing costs
- 95% success rate of bot case completion
- Enabled 24/7 automated policy issuance
- Improved policy accuracy and reduced human errors
