A claims self-service portal with identity verification and document handling, delivered in 30 days.

The situation

Renta International provides rental insurance products. When a claim event occurred, the process for insured clients to initiate and track their claim was handled through a combination of phone calls, emails, and physical document submission. There was no self-service experience — clients had to work through staff to initiate a claim, and visibility into the claim's progress was limited to what a staff member could tell them.

The operations team was handling a significant volume of inbound contact from clients asking for status updates on claims they had already filed. This was consuming staff time and creating friction for clients at the moment when they most needed a clear, reassuring experience.

The problem in business terms

A claims process that requires clients to contact staff to initiate, submit documents, and get status updates is expensive to operate and delivers a poor experience at the moment when client trust is most at risk. Insurance claims are high-anxiety situations for the insured. A slow, opaque process compounds that anxiety and undermines confidence in the product.

Renta needed a way for clients to initiate claims, verify their identity, submit supporting documents, and check claim status — without requiring staff involvement in the early stages of the process. The goal was faster processing for the insurer and a clearer, more controlled experience for the client.

What they needed

The solution

We built a claims self-service portal that gave insured clients a clear, guided experience from claim initiation through to status tracking. The portal was accessible with a policy number and covered the full intake workflow: identity verification, claim details entry, document upload, and submission.

Identity verification was integrated directly into the intake flow using a third-party verification service, so the identity check happened during submission rather than as a separate manual step. Documents uploaded by the client were stored and associated with the claim record, available to the operations team without any manual handling.

Status tracking gave clients real-time visibility into where their claim was in the process — submitted, under review, approved, in processing — reducing the volume of status inquiry calls to the operations team.

The delivery

The portal was delivered in 30 days from project start. The timeline required clear scope discipline and a focused senior team. Discovery, design, build, and deployment happened in sequence over four weeks, with daily communication with the Renta team throughout.

The portal went live without a pilot phase — the operational need was immediate, and the scope was tight enough to validate the build against the full set of requirements before launch. Post-launch adjustments were made in the weeks following based on early client usage.

Business impact

Why this matters for your operation

The Renta engagement demonstrates two things. First, it is possible to build a functional, integrated claims portal in 30 days with the right scope discipline and senior team. Second, the combination of identity verification, document handling, and real-time status is a repeatable pattern — it shows up in rental insurance, but the same components apply to any claims intake, application intake, or onboarding workflow where clients need to submit documents and track progress.

If you have a process where clients are calling your staff to submit documents or check status — and you know what a self-service version should look like — the path to building it is shorter than it often appears.