All-in-One Multilingual Travel Insurance Platform

Project background

Before the transformation, the client’s travel insurance website was not living up to users’ expectations. Many travelers were seeking insurance just hours before their departure – but instead of quick processing, they encountered lengthy forms, slow confirmations, and limited support options. The process proved so frustrating that many customers abandoned their purchases entirely.

Meanwhile, the company pursued international expansion, but the existing platform brought with it significant barriers. With single-language support and a desktop-focused design, many overseas visitors were unable to complete their transactions. These obstacles revealed a substantial disconnect between business objectives and actual customer experience, making a complete travel insurance platform development effort essential.

Business needs

Product features

Quick Policy Calculator: Travelers can view the insurance price in just a few clicks. No long forms and no wasted time, making the travel insurance platform fast and convenient.

Secure Payments: Users choose the payment method they are most comfortable with, such as a bank card, Google Pay, or Apple Pay.

Instant Policy Delivery: The policy arrives by email within minutes. Even if a traveler buys it on the way to the airport, the document is ready when needed.

Multilingual Interface: The website speaks the user’s language. Visitors from different countries can easily navigate and understand every detail.

Trust Indicators: A visible insurance rating demonstrates the company’s financial stability and reassures customers about their choice, adding credibility to the insurance software

AI Assistant Features:

24/7 Live Chat Support: The assistant is always available, ready to respond at any time of the day.

Guided Insurance Navigation: Users are guided step-by-step through policy options. The assistant helps them quickly choose the coverage that suits their trip.

Multilingual Conversations: People type in their own language and receive clear and natural replies. No translation tools are required.

Continuous Learning: With every conversation, the assistant improves. Future answers become faster, smarter, and more precise.

Seamless Integration: The chatbot works as part of the travel insurance platform itself. Customers interact with it naturally without leaving the site or switching to another tool.

Solution

Requirements Gathering and Analysis

We started the project not with code but with conversations. Together with the Travel Insurer team, we sat down to map out how people buy insurance before a trip. The main idea became obvious: the travel insurance platform should feel like a short stop on the way to an airport gate, not like a bureaucratic procedure.

UI/UX Design

From the first sketches, the design was guided by two values: clarity and trust. We wanted every traveler to understand what to do next without thinking twice. From a UX/UI perspective, that means clear buttons, short forms, and a calculator that displays quick results. Because so many people use their phones while traveling, we focused on mobile first. Another critical point was language. Instead of relying solely on machine translation, we collaborated with native speakers to ensure that even rare languages sounded natural, not robotic.

Website Development

Once the design was ready, the development team brought it to life. The backend was designed to remain stable even during seasonal peaks, when thousands of people are searching for insurance simultaneously.
The frontend made the experience smooth: pages opened quickly, forms responded instantly, and nothing felt heavy. For payments, we have added familiar and trusted methods, including credit cards, Google Pay, and Apple Pay. Hosting on AWS gave the travel insurance website the ability to serve users worldwide at the same speed.

AI Assistant Development

After the website launched, Travel Insurer sought to enhance the customer experience. Many travelers had detailed questions: What happens if my flight is delayed? Can I buy coverage for my children in the same form?
Instead of making customers wait for a call center, we added an AI assistant. It was integrated into the website as a live chat window. The assistant can guide users through selecting the right policy, explain coverage in plain language, and answer questions in multiple languages, thanks to Azure Translation. Over time, it continued to learn from real conversations, becoming smarter and more helpful on a week-by-week basis.

Testing

Before launch, we tested the system the way real customers would use it. Could it handle a wave of bookings during the holiday season? Would all the policy information a customer needs arrive instantly by email? Could the chatbot answer a tricky question about lost luggage? These scenarios helped us polish every detail. Security checks were also critical, since the insurance software platform works with sensitive personal data and payments.

Deployment

When everything was ready, our DevOps engineers rolled out the new website with almost zero downtime. The transition went quietly in the background while customers started to use the new service. Later, the chatbot was added on top of the existing system, blending in naturally so that it felt like one product rather than a separate tool.

Ongoing Maintenance and Support

Since launch, the platform has only continued its growth. Our team monitors performance daily, applies security updates, and optimizes speed as needed. The AI assistant is regularly retrained with new examples to handle changing customer needs. We also share analytics insights with Travel Insurer, enabling them to see what people search for most and how they can enhance their offerings, supporting the evolution of custom insurance software.

Our technology stack

• Java
• PHP
• React.js
• Next.js
• AWS S3
• AWS EC2

Key achievements delivered