Replaced a paper health-declaration process with a real-time digital portal integrated with a risk evaluation engine we also built.

The situation

Bupa Chile's individual health insurance sales process required applicants to complete a paper health declaration as part of the underwriting intake. The completed forms were collected, manually reviewed, and then re-keyed into the underwriting risk evaluation system by staff. The process was slow, error-prone, and entirely dependent on physical paperwork and human transcription at every step.

The volume of applications was growing, and the manual process was not scaling with it. The review and transcription work was consuming significant staff time, and the turnaround for applicants was measured in days rather than hours.

The problem in business terms

A slow, manual underwriting intake process has direct business consequences in health insurance. Applicants who wait days for a response are applicants who may have already enrolled with a competitor. Staff time spent transcribing paper forms is expensive and does not scale.

Bupa needed to move the health declaration process entirely online — not just the intake form, but the connection between intake and the risk evaluation logic that determined underwriting outcomes. The challenge was that the risk evaluation logic was embedded in a system that didn't have a clean API, and any disruption to the underwriting process would directly affect sales.

What they needed

The solution

We built two systems and connected them as a single continuous workflow. The first was a digital health declaration portal: a guided, step-by-step web application that walked applicants through the health declaration questions, validated responses in real time, and submitted the completed declaration directly to the evaluation layer.

The second was a risk evaluation engine — a separate service that received the structured declaration data and applied the underwriting rules to produce an evaluation outcome. We built this as a standalone service with a clean API so it could be maintained and updated independently of the intake portal.

The result was an applicant experience measured in minutes rather than days: submit the declaration, receive an evaluation outcome in real time, continue the enrollment process. No paper. No manual re-keying. No staff in the middle of the intake step.

How we worked

We ran discovery first to map the existing paper process in detail — every step, every decision point, every exception case. The intake form logic was more complex than it appeared on the surface: the questions branched based on prior answers, and certain responses triggered additional information requirements. Getting this right in the digital version was critical to producing valid data for the risk evaluation engine.

We ran both systems in parallel during the transition period. Existing cases continued through the paper process while the new portal was tested and validated against real applicant data. The switch was made cleanly once the new system had been proven against a representative sample of cases.

Business impact

"Working with this team has been key to our operation at Bupa. They are not just a vendor that listens. They are a strategic partner that delivers impeccable management and a cost-benefit ratio aligned with today's market demands."

How the relationship grew

The health declaration portal and risk evaluation engine were the first engagement with Bupa's technology team. Once the system was in production, the relationship continued into adjacent work — additional intake workflows, integration improvements, and ongoing maintenance and evolution of both systems. The engagement has been active for multiple years.

Why this matters for your operation

If you have a process that sits between an applicant or customer and your core system — intake, declaration, onboarding, verification — and that process currently involves paper, manual transcription, or a staff member acting as the connection between systems, the Bupa engagement is the relevant reference.

We built two interdependent systems and connected them without disrupting the live sales process. The result is still running, years later, without significant incident. If you are working through a similar problem, the next step is a conversation.