About the Client
ACKO is a leading Indian insurtech platform simplifying insurance through fully digital experiences. Serving over 75 million customers, it enables seamless policy purchase, claims, and management online. Backed by investors General Atlantic, Accel, and Amazon, ACKO has raised over $450M.
Business Situation
ACKO had been managing a mobile application that enabled partner organisations to offer corporate health insurance policies to their employees. Through the app, employees could access insurance benefits, raise and track claims, and consult doctors via on-call services. However, as the platform’s user base and service expectations grew, the existing application struggled to keep pace with the evolving market demands and required significant modernisation.
ACKO partnered with Unthinkable to transform the application into a more reliable, high-performing, and scalable platform. They were looking for a technology partner capable of delivering faster performance, seamless user experiences, and the flexibility to continuously adapt the app to changing business needs and growing user volumes.
The key requirements were:
Assess existing workflows and user journeys to identify improvement opportunities.
Automate insurance endorsements and other repetitive operational tasks.
Enable mapping of multiple comprehensive health insurance policies for each insuree.
Provide seamless mapping and management of group medical covers for corporate employees.
Improve transparency across the entire insurance claims processing and tracking journey.
Deliver a fast, highly responsive UI with significantly reduced application load time.
The Solution
Unthinkable reengineered the mobile application by rebuilding it with Flutter, a platform-agnostic open-source framework, to deliver a faster and more efficient user experience. The earlier version of the app was developed using React Native, which resulted in slower initialisation and performance constraints.
The redevelopment focused on improving performance, optimising the app architecture, and ensuring smoother cross-platform functionality across devices. The Flutter-based implementation enabled faster app launch, improved responsiveness, and more consistent performance, while its built-in encryption capabilities strengthened application security for a reliable mobile experience.
The redesigned app brings the following improvements:
Multiple Insurance Types And Policies
- Enable customers to manage multiple insurance policies within a single mobile application.
- Support mapping of multiple health insurance policies for individuals and families.
- Digitise group medical coverage, including top-ups and add-on benefits for employees.
- Integrate car, bike, and appliance insurance products within the same platform.
Integration Of Preventive Care And Wellness Module
- Integrate doctor consultations with chat, call, video, and diagnostic test booking.
- Enable online purchase of prescription and OTC medicines through an integrated pharmacy.
- Provide medical assistance, preventive care, and wellness services within a single app.
- Connect with fitness trackers to reward users with coins for completing fitness goals.
Comprehensive Enhancements
- Enable real-time visibility into claims, enrolment, and endorsement processes within the app.
- Notify users instantly about document deficiencies for quicker resolution.
- Automate policy enrolment, endorsements, and routine updates to streamline insurance processes.
- Improve scalability and speed using AWS Lambda and DynamoDB with a modernised UI.
The Impact
Unthinkable’s re-engineered mobile app enabled ACKO to scale its Employee Group Health Insurance offering, helping the company generate over ₹100 crore in premiums.
Within a few months, ACKO successfully onboarded 90+ companies and provided insurance coverage to more than 2.8 lakh employees.
The unified app experience now allows customers to access multiple services in one place, including health insurance management, doctor consultations, lab test scheduling, fitness reward programs, and motor insurance, delivering a convenient and integrated digital insurance experience.
90M+
Customers Served
20+
Insurance Segments
95 M+
Policies Sold
