For Tilt, a new digital-first insurance proposition backed by Howden, the ambition was clear: create an experience that matched the expectations of modern customers, while operating safely within a regulated insurance environment.

Tilt was conceived as more than a transactional insurance product. It needed to give customers confidence, clarity, and control, while also reducing the operational friction that has traditionally characterised insurance. We partnered with Tilt to bring this vision to life, building a cross-platform mobile app that enables customers to manage their insurance digitally, supported by targeted automation and deep enterprise-grade integration.

Policies, endorsements, claims, and documentation are often fragmented across systems, with many customer journeys still dependent on phone calls, emails, and manual processing. For Tilt, the challenge was not simply to build an app, but to establish a digital foundation that could support a new way of operating. The experience needed to feel effortless for customers, while meeting the demands of regulation, data integrity, and internal governance. Automation had to be introduced carefully, ensuring that AI-supported journeys enhanced trust rather than undermining it, and that human expertise remained available when it mattered most.

At the same time, the platform had to be capable of evolving. Tilt was designed to grow, with new products, features, and customer journeys planned over time. The technology underpinning the app needed to support that ambition from day one.

We built a cross-platform mobile application that gives customers visibility and control over their insurance, while integrating seamlessly with Tilt’s core systems and enterprise back end.

The app was built within Microsoft’s enterprise ecosystem, combining secure authentication, AI-assisted customer support, and real-time data synchronisation. This approach ensured the experience remained fast and intuitive for users, while maintaining accuracy, oversight, and compliance across the insurance lifecycle.

Rather than positioning AI as a replacement for human expertise, it was designed as a practical layer that helps customers get answers quickly while ensuring appropriate oversight remains in place.

The Tilt app provides customers with always-on assistance that can respond to common queries and surface relevant information using policy and customer context. Where conversations require judgement, reassurance, or deeper investigation, they are seamlessly routed into Tilt’s Microsoft Dynamics environment, allowing support teams to step in with full visibility of the customer’s history.

This blended approach shortens resolution times for routine interactions, reduces unnecessary handoffs, and ensures that more complex or sensitive cases receive the attention they deserve.

The app is designed to enable users to view and manage policies, start a claim, and access documents at any time, without relying on phone calls or manual follow-ups. Additional servicing capabilities will be introduced over time, further reducing the need for offline interaction.

Commercial insurance often involves more than one person within a business, so flexibility was a key consideration. The app includes permission controls that allow policyholders to invite colleagues with clearly defined levels of access, supporting collaboration while maintaining overall control.

By automating routine processes such as renewals and payment handling, Tilt removes much of the administrative burden traditionally associated with business insurance, freeing customers to focus on running their businesses rather than managing paperwork.

The app connects directly to Tilt’s enterprise platforms, including Microsoft Entra for authentication, Microsoft OpenAI for intelligent support, and Dynamics CRM as the system of record.

Insurance data is complex, and inconsistencies can quickly erode trust. To address this, we implemented real-time data transformation and synchronisation logic, ensuring that policy updates and customer changes are reflected accurately across all systems. This eliminates manual rekeying and reduces the risk of discrepancies, providing a consistent experience for customers and internal teams alike.

The modular architecture allows new functionality, products, and journeys to be introduced without disrupting the core platform. The notification infrastructure supports future customer communications, from service updates to promotional messaging, while maintaining compliance and control. This foundation gives Tilt the flexibility to adapt and expand the proposition as customer needs and market conditions change.

Impact

The app has enabled Tilt to launch a genuinely digital insurance experience. It provides customers with greater autonomy and transparency while reducing reliance on manual servicing. It establishes a scalable platform that supports both operational efficiency today and continued innovation in the future.