Scaling Insurance Platforms to Meet SLA and Compliance Demands

A leading provider and administrator of vehicle service contracts (VSCs) offers nationwide coverage for mechanical breakdowns and extended warranty services. Its most comprehensive coverage tier serves thousands of policyholders across various vehicle types. The organization manages contract creation, digital claims processing, repair approvals, and customer service through a cloud-based digital administration platform integrated with partner networks.

Following the widespread adoption of its most comprehensive insurance plan, the organization saw a surge in claims and policyholder interactions. This led to noticeable system slowdowns during high-volume periods, resulting in:

• Delayed claims processing and adjudication
• Dropped session states impacting user continuity
• Increased timeouts during third-party integrations with repair shops and underwriters

A performance testing initiative was launched to validate the scalability and responsiveness of the digital platform under real-world usage conditions:

• Critical Path Identification
• Test Tools & Strategy
• Load Profiles
• Backend Focus Areas

• Achieved <2s average response time for 95% of digital platform-related operations under peak load
• Reduced claim processing latency by 40% through backend optimizations
• Passed a 12-hour soak test with stable memory usage and zero service restarts
• Increased Kafka event processing throughput by 50%, improving event-based automation like repair shop notifications
• Ensured high availability across time zones and integrated systems with Dynatrace dashboards enabling real-time alerts and diagnostics