Loading…
Cancellation requests arrive in a staff chat with the customer's signed paperwork attached — except the link was usually dead by the time anyone clicked it. I replaced it with one that never expires and still can't be guessed.
In Uzbekistan, Telegram is where people already are all day, so asking them to open a browser and log in somewhere else costs real customers. I put the whole insurance site inside the chat window instead.
Booking a doctor on a corporate medical policy meant messaging a Telegram bot. I moved that into the cabinet — a five-step form that reaches the operators' group in seconds. The interesting part was deciding how little the browser is allowed to say.
People who cancelled a policy through the website kept seeing it listed as active, because the national registry doesn't reliably report cancellations. I fixed the status at its source, and made every new cancellation announce itself to the office in Telegram the moment it is submitted.