Driving Digital Innovation in Auto Insurance with a Seamless Self-Service Platform

Project Overview

MyZen, a digital-first auto insurance provider, aimed to modernize its consumer website and customer portal by rebuilding the platform on Kentico Xperience 13 (K13). The objective was to create a clean, intuitive, and mobile-friendly self-service experience that empowers customers to manage their insurance policies, renewals, and payments online with minimal effort.

The transformation focused on simplicity, performance, and customer autonomy—aligning with MyZen’s brand promise of hassle-free insurance.

Business Objectives

• Enable customers to view, renew, and manage policies through a secure self-service portal.

• Simplify and accelerate online premium payments.

• Deliver a modern, minimalistic digital-first brand experience.

• Allow marketing teams to independently manage offers, FAQs, and policy content.

• Improve mobile usability, accessibility, and overall site performance.

Key Features & Deliverables

• Modular page templates in Kentico Xperience 13 for homepage, plans, product details, and portal access.

• Self-service “My Account” dashboard allowing customers to:

  • View policy details and renewal dates.

  • Download insurance documents.

  • Update personal and contact information.

  • Complete secure online premium payments.

• Simplified product comparison for multiple plan tiers.

• CMS-driven FAQ and help center with categorized support topics.

• Fully responsive, mobile-first UI optimized for usability.

• Analytics integration to track portal usage, renewals, and payment success.

Challenges

• Presenting complex insurance policies and pricing in a simple, user-friendly manner.

• Secure migration of existing customer and policy data.

• Reducing marketing dependency on developers through CMS workflows.

• Maintaining regulatory compliance and data privacy standards.

• Optimizing the end-to-end journey from quote to renewal across devices.

Solution Approach

• Implemented Kentico Xperience 13 with custom page types and reusable widgets (plan cards, banners, CTAs, FAQs).

• Designed a mobile-first interface with clear CTAs and minimal user steps.

• Integrated backend APIs for secure policy management and payment processing.

• Configured CMS workflows enabling rapid updates to promotions and content.

• Applied caching, lazy loading, and asset optimization for performance.

• Set up analytics dashboards for tracking conversions and user behavior.

Results

• 30% increase in active self-service portal users.

• 25% faster policy renewals and online payments.

• 20% improvement in mobile engagement metrics.

• 35% reduction in content publishing time for marketing teams.

Conclusion

The Kentico Xperience 13-powered transformation delivered a modern, scalable, and customer-centric insurance platform for MyZen. By enabling seamless self-service, improving performance, and simplifying content management, the solution significantly enhanced user satisfaction while supporting the insurer’s digital-first growth strategy.