Arsenal IC App

Arsenal Insurance has been a leader in the Ukrainian insurance market for over 20 years, serving both corporate and individual clients with a wide range of insurance products. As customer needs evolved, the company sought more convenient and efficient digital solutions — a journey that unfolded across three stages of collaboration with Brights.

Our work with Arsenal Insurance began with optimizing the company’s website. Brights created a streamlined, user-friendly interface that makes it easy for visitors to quickly and intuitively find information on different types of insurance. Our design process focused on accessibility and ease of use, ensuring a smooth experience for both first-time visitors and loyal customers.

After the successful collaboration, Arsenal Insurance turned to us with a bigger challenge. Their system for managing medical policies had become too complicated for users, leading to navigation issues and challenges in filing claims. 

Back then, medical insurance processes were handled mainly by phone and email, much like with most traditional insurance providers. That meant longer waits for responses and less visibility into where a claim stood.

When building the first version of the Arsenal IC app, focused on medical insurance specifically, we set out to:

• Simplify navigation within the insurance platform

• Enable quick submission of claims and immediate access to medical services via the app

• Facilitate easier management of medical services for Arsenal Insurance's team, with the ability to scale and add new features as needed

After the medical insurance app gained traction, our client moved on to the next step: expanding the app into a single mobile platform for every insurance line Arsenal Insurance offers. The goal was to bring policy management, contract payments, and claims submission into a one space users already knew how to navigate.

Digitizing the entire process. Since Arsenal Insurance’s clients previously had no online access to insurance services, our primary task was to design a step-by-step process for submitting claims and requesting medical assistance in just a few clicks.

Supporting users at every step. We discovered that insurance-related processes often raised questions and confused users. Therefore, we found it important to include support features at every stage, allowing users to seek help whenever needed.

A clear structure for claims submission. To simplify the reimbursement process, we broke it down into stages: submission of medical documents, real-time status updates, and confirmation. This transparent process reduced customer stress.

Designing a scalable home screen

Given the tight timeline, design skipped wireframing and moved straight into interface work, iterating closely with Arsenal Insurance's team. The main question was how to present insurance products on the home screen in a way that could grow from one insurance line into a full ecosystem without losing clarity.

We tested two directions:

• Tabs between insurance types, with a dedicated card for the active policy.

• A bolder, card-based layout, with quick access to key actions within each type.

After reviewing both with the client, we landed on the concept that became the foundation for how every insurance product is presented in the app today.

Unified policy management

Users manage every policy — medical, auto, property, travel — from one personal account. Each policy has a detailed page covering contract terms, the insured object, validity dates, and current status, presented the same way regardless of insurance type.

Appointment booking

The appointment booking feature was designed with convenience and speed in mind. Users can choose clinics on a map, view available appointment dates and hours, and receive real-time confirmation. During the booking process, an administrator offers recommendations based on symptoms, helping users select the right specialist.

Claims submission and tracking

Submitting a claim is a key part of the app, simplifying the process of getting financial assistance. Users upload documents, fill in the necessary fields, and track status in real time, with clear instructions at each step to keep the process transparent. What started as a medical reimbursement flow is now the same claims process across every insurance line — auto, property, and travel included.

Payments and payment schedules

Users pay insurance contracts online and view their full payment schedule in the app, without switching to phone or email communication with Arsenal Insurance.

One communication hub

Calls, chat, and support contacts for every insurance line are brought into a single communication center, so users always know where to go for help.

Personalized recommendations and renewal reminders

The app suggests relevant insurance products based on a user's existing policies and sends push notifications ahead of expiration dates, helping Arsenal Insurance reduce lapsed coverage.

Financial monitoring and onboarding

Users get a clear view of their insurance-related spending, and new users are guided through a dedicated onboarding flow the first time they open the app.

AI integration

An innovative AI feature helps users understand their symptoms better and automatically suggests booking an appointment with a suitable doctor. This functionality ensures a personalized approach and saves time for users when seeking medical care.

The main challenge

The hardest part was designing a single app structure that works equally well across very different insurance lines. Each one comes with its own business logic, services, and user scenarios, yet every user still needed a consistent, coherent experience regardless of which product they were using.

The fix was a flexible app structure that adapts to each insurance type while keeping the same underlying navigation and interaction logic. Depending on the policy, users get access to the relevant services — from booking a doctor's appointment and requesting reimbursement to viewing a payment schedule, paying online, or filing a claim — without learning a new interface each time.

Developing the Arsenal IC app significantly improved the user experience and efficiency of the company's services. The app features intuitive navigation and a user-friendly search system, and its UI/UX design puts convenience and simplicity first, strengthening trust in the company and increasing customer satisfaction across every insurance line it now serves.

Our partnership with Arsenal Insurance continues after the app’s launch. We provide ongoing support, working with the team daily to improve functionality, adapt interfaces to new business needs, design new scenarios, and roll out improvements based on user feedback. We also monitor the app's performance to ensure customer satisfaction and help the company grow.