The Challenge
Liva's policy issuance and claims processing journeys were fragmented due to differing compliance checks, legacy system silos, and inconsistent intake processes. Customers had to navigate entirely separate experiences for buying a policy and registering a claim—each with its own set of identity, ownership, and driver-related verifications. Internally, back-office systems operated in isolation, enforcing distinct business rules and document validation protocols. This not only created operational inefficiencies but also added friction to the customer experience.
