A QA Approach to Optimizing Billing Logic and Enhancing Customer Satisfaction in Insurance

Organization

Our client is a prominent leader in the U.S. auto and property insurance sector, known for its innovative services and broad coverage. Specializing in non-standard personal automobile policies, which make up over 90% of their premiums, they provide a wide range of services to both individuals and commercial organizations. In addition to traditional vehicle insurance policies, the company offers a unique 24/7 roadside assistance program that extends beyond insurance holders, with free membership options.

Challenge

The client faced a critical need to overhaul their existing billing logic, which was intricately tied to various policy events such as endorsements, payments, and cancellations. The current billing generator was synchronous and dynamic, creating performance bottlenecks as a significant volume of data had to be processed before determining the appropriate billing schedule for each policy. This not only strained the performance of the payment service but also led to unreliable billing schedules, as real-time awareness of endorsements and financial events was uncertain.
Several key challenges emerged in the project:

• Re-engineering the Existing Application: Due to a lack of comprehensive documentation, the re-implementation required a complete re-engineering of the application code.
• Comprehensive Testing Needs: The client required exhaustive testing across various policies at different stages of the policy lifecycle to ensure accurate billing.
• Domain Expertise: A deep understanding of the insurance domain was essential to perform thorough testing and ensure the solution met industry standards.
• Test Data Setup: The complexity of setting up the test data was one of the biggest hurdles, as it had to replicate a wide range of policy scenarios.
• Database Testing: Ensuring the integrity and consistency of the data, especially during complex calculations, was crucial to achieving accurate billing results.
• Complex Calculation Testing: The solution included numerous intricate calculations, all of which had to be tested meticulously to ensure precision and accuracy.

Solution

To address the challenges, XTIVIA’s QA team worked closely with the client to re-implement and optimize the billing services, transitioning them to real-time processing. This re-engineered solution ensured that billing could now address all policies, regardless of their state in the lifecycle. XTIVIA’s QA team played a pivotal role in ensuring the business-critical functionality was thoroughly tested through a structured and methodical approach.

The key actions taken by XTIVIA’s QA team included:

• Collaboration with Development: Working hand-in-hand with the Development Lead to understand the intricacies of the re-engineered solution, ensuring comprehensive testing requirements were met.
• Documentation and Sign-Off: Thoroughly documenting the understanding of the new functionality and securing approval from Business SMEs to align the project with business goals.
• Identifying Gaps: Providing valuable feedback during the re-engineering process, identifying potential gaps, and suggesting improvements.
• Complex Query Creation: Writing complex SQL queries to validate the accuracy of business rules and data mapping, ensuring that the correct logic was applied throughout the solution.
• Test Automation: Streamlining the testing process by automating test data creation and verification using reusable Selenium scripts, significantly reducing testing time.
• Thorough Testing: Extensively testing billing schedules and calculations with a wide array of test scenarios to ensure the accuracy of billing logic.
  
• Transparent Documentation: Maintaining clear, comprehensive documentation of all test evidence and sharing it with business stakeholders to ensure transparency and collaboration.
• Defect Management: Refining the defect management process to enable transparent tracking of issues, even without a dedicated defect management tool.

BUSINESS RESULT

The successful re-implementation of the billing logic ensured the client was able to transition to real-time billing, significantly enhancing the performance and reliability of the billing system. XTIVIA’s QA team’s thorough testing and collaboration with the client’s development team played a crucial role in delivering a solution that met both functional and business objectives.

As a result, the client achieved a faster time-to-market, enabling them to respond quickly to market demands and enhance their customer experience. The improved billing system, with accurate schedules and real-time updates, also contributed to higher customer satisfaction, aligning perfectly with the client’s goals of improving service delivery and operational efficiency. Ultimately, this project helped the client enhance their competitive position in the market, driving business growth and customer loyalty.

KEYWORDS
Auto & Property Insurance, Java, Selenium, SoapUI, Database, Real-time Billing, Test Automation, Insurance Domain Expertise, Business Rule Testing, Selenium Automation, Complex SQL Queries, Quality Assurance (QA) Services

SOFTWARE
Java, Oracle DB, SOAP, Selenium, ILE, SoapUI

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