Strengthening Insurance Operations with Smarter Monitoring
Smart observability helped an insurance provider improve reliability, customer experience, and compliance.
Understanding the Challenge
A leading insurance provider from Oman, operating on a mix of on-premise, cloud, and SaaS platforms, faced hurdles that slowed down service delivery:
Limited visibility across their hybrid environment.
Multiple monitoring tools working in silos.
Delayed incident detection affecting peak claim cycles.
Rising regulatory and compliance pressures (IRDAI, GDPR).
No proactive alerting to prevent issues before they escalated.
These gaps risked interrupting policy issuance, claims, and customer services at critical moments.
Our Strategic Intervention
To tackle these challenges, we introduced Datadog as a centralized monitoring platform. This allowed the client to bring together infrastructure, applications, and security into one view, making operations more reliable and efficient.
Key Actions Taken:
Rolled out infrastructure and application monitoring across servers, containers, AWS services, and insurance apps.
Set up end-user journey simulations through RUM and Synthetic tests for portals and claims.
Built custom dashboards and role-based alerts integrated with ServiceNow and PagerDuty.
Established security monitoring for threat detection and compliance-ready log retention.
Client’s Words
"With Datadog, we now have complete visibility into our apps and infrastructure. What took hours to diagnose is now resolved in minutes, ensuring smooth insurance operations."
Transformational Results
The new system delivered powerful outcomes:
A unified view of infrastructure and applications.
50% faster detection and 40% quicker resolution of incidents.
Improved customer experience with faster claims and more reliable service.
Compliance-ready monitoring aligned with IRDAI and GDPR requirements.
Cost savings by replacing multiple monitoring tools with one reliable platform.
