Project Overview
UK FCA-authorised travel insurer (1.2M annual policies, Lloyds coverholder) needed digital D2C platform replac...
Technology Stack
Compliance & Standards
The Challenge
UK FCA-authorised travel insurer (1.2M annual policies, Lloyds coverholder) needed digital D2C platform replacing legacy Towergate aggregator. FCA ICOBS, FCA Consumer Duty, PS21/11 renewal pricing, ARAG medical screening, FCDO travel advisories, UK GDPR, PCI-DSS SAQ-A, WCAG 2.1 AA. Budget GBP110,000.
Our Approach
Travel Insurance Quote Engine
- 1trip details (FCDO travel advisory check for destination),
- 2traveller details (age, residence),
- 3medical screening (ARAG Medical Screening API -- diabetes, heart, cancer -- standardised question set),
- 4coverage selection (single trip, annual, backpacker -- medical, cancellation, baggage),
- 5premium calculation (actuarial -- age + destination + duration + medical risk),
- 6PCW API integration (Confused.com, GoCompare -- sub-3 seconds).
FCDO no travel
if FCDO advises against all travel -- quote declined.
ARAG REST API
question set per condition -- premium loading/exclusion/decline decision.
Consumer Duty disclosure
if medical condition excluded -- prominently disclosed before purchase (not buried in policy).
FCA Consumer Duty health
if cannot obtain affordable medical cover -- signpost to specialist providers (BIBA signposting obligation).
FCDO JSON feed per country
- green (standard), yellow (caution), amber (essential travel only), red (no travel -- policy voided).
- Real-time webhook: FCDO upgrades destination mid-trip -- customer notified via GOV.UK Notify that cover may be affected.
- Mid-trip advice change notification -- Consumer Duty feature nobody else was doing.
Consumer Duty Design
- 1medical condition exclusion prominently disclosed,
- 2cancellation cover plain English (illness covered, change of mind not),
- 3PS21/11 renewal parity check,
- 4BIBA signposting for medical declines,
- 5claims handling disclosure.
Readability
Flesch-Kincaid Grade Level 7.2 target.
The Results
FCA ICOBS and Consumer Duty confirmed.
Platform live at 18 weeks, GBP102,000. 1.2M policies.
Digital conversion 18.4% vs 12% industry.
ARAG screening 100% automated.
FCDO real-time.
PS21/11 zero failures.
Grade Level 7.2.
BIBA signposting 100%.
Claim NPS 72.
β1.2M policies. Conversion 18.4% vs 12% industry. ARAG automated. FCDO real-time. PS21/11 zero failures. Grade Level 7.2. BIBA signposting 100%. NPS 72. The FCDO mid-trip notification -- upgrading a destination to no travel while customer is already there -- was Consumer Duty nobody else was doing. FCA Consumer Duty is about doing the right thing. Sometimes that means building features the regulator has not explicitly required yet." -- CEO, UK Travel Insurerβ
Project Details
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