Case Study: National Insurer improves customer payments experience with Endava

Payments Strategy Helps National Insurer Modernize and Improve Customer Experience

National Insurer, a major medical insurer serving millions of members, was frustrated by an outdated payments experience built around paper-driven, manual processes. Endava was brought in to help modernize the member payment journey and improve customer experience, especially as the insurer looked to scale a better approach nationwide.

Over 10 weeks, Endava worked with the insurer’s business, product, and technology teams to assess the current architecture, define the right technology stack, and build a roadmap for implementation at scale. The result was a results-focused payments strategy that prepared the insurer for RFP processes, reduced friction, and set the foundation for a modern, seamless payments system with improved efficiency and less manual work.