Southern Cross Travel Insurance (SCTI), a 100% New Zealand-owned brand trusted by over six million travellers across 40+ years, teamed up with Abletech to deliver Project Awa - a bold digital transformation that modernised core systems, elevated customer and agent experiences, and reinforced SCTI’s award-winning reputation for outstanding service and value.

The challenge

SCTI had been running their business on monolithic, legacy core policy and claims systems. These systems lacked flexibility which inevitably slowed innovation and created operational risks. However, SCTI's commitment to continuous improvement and their vision for an enhanced customer experience drove their proactive decision to pursue a significant digital transformation. To succeed, SCTI needed more than just a technology uplift - they needed a trusted transformation partner that could help them re-platform core systems, implement redesigned critical user journeys, accelerate delivery, and supplement their highly skilled development team by adding capability and capacity.

Our role

Abletech wasn’t just another vendor; we were genuinely part of the team, embedded directly into SCTI’s delivery squads. Our developers, experts in full-stack development and robust architecture, were pivotal in designing and implementing reusable patterns and components. This foundational work not only ensured consistency across the platform but also significantly accelerated development cycles and future-proofed SCTI’s systems for scalable growth. We really became part of the SCTI furniture, providing trusted technical expertise, and streamlining delivery. This deep collaboration extended beyond code; Abletech acted as a strategic advisor, providing crucial guidance and implementing best-practice methodologies that uplifted the wider team's capabilities and ensured a sustainable, high-quality outcome.

Abletech's ways of working, the culture and fit with my team were excellent. A highly skilled crew who were not afraid to challenge and speak up where needed, but did that appropriately and with high EQ. My team appreciate Abletech as a trusted advisor as they make it easy - being part of the solution, not part of the problem.

-Alex Smart, CTO, Southern Cross Travel Insurance

The solution

Guided by SCTI's clear vision for a modern, customer-focused digital ecosystem, Abletech integrated into SCTI’s technology team, and helped bring this vision to life across SCTI’s New Zealand and Australian markets. This included:

• A new customer-facing buy journey, simplifying policy purchase with accessibility and user experience at the forefront.
• My SCTI, a self-service portal empowering customers to manage policies and claims independently.
• A re-platformed agent portal, streamlining workflows for SCTI staff and external agents to manage and purchase policies on behalf of customers.

We also implemented seamless integrations into new policy and claims systems, ensuring reliable data flow and operational consistency. A reusable component library aligned with SCTI’s brand guidelines and accessibility standards, supported speed, consistency and maintainability across the application suite.

Finally, we assisted with migration from the legacy platform, provided production support during go-live, and ensured business continuity throughout the transition.

The results

The results? SCTI has a brand new digital platform enabling faster and smoother customer and agent journeys across New Zealand and Australia, with new self-service functionality reducing call volumes and improving customer satisfaction - all delivered in just 11 months. Reusable components and integrated systems have resulted in a consistent and scalable digital platform built on a future-ready foundation, allowing SCTI to rapidly accelerate growth and tackle projects that were once a pipe dream with the old monolithic system. Lastly, a seamless transition with minimal disruption to the end-user ensured business continuity throughout the transition.

Looking ahead

SCTI’s ambitious digital transformation is truly a continuous journey. With their clear strategy, robust roadmap, and a now significantly strengthened technical foundation, they are actively transforming the way we buy travel insurance online, setting new industry benchmarks. With CIO of the Year Alex Smart at the helm and a strong, collaborative team culture, SCTI is driving real change. Abletech is proud to be a long-term partner on this journey of continuous innovation.

Planning your next trip? Check out SCTI's digital transformation here. Ready for a transformation of your own? Contact Abletech today and let's discuss your next project.