Salesforce
Financial Services Cloud
Cloud23 designs and implements Salesforce Financial Services Cloud for banks, insurers and wealth managers across Africa and beyond, from digital onboarding journeys to a single view of the client.
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Salesforce for Insurance
Cloud23 helps insurance organisations modernise policyholder service, claims journeys and intermediary distribution on Salesforce Financial Services Cloud, without waiting for a policy administration replacement.
Cloud23 helps insurers build a single, current view of every policyholder and intermediary on Salesforce Financial Services Cloud, so claims teams, service agents and brokers work from the same facts. Its client work includes Old Mutual Insure, and its wider financial-services record — digital onboarding and case management delivered for banks across Africa — carries directly into insurance operations, where the same disciplines of identity, documents, workflow and audit apply.
Most insurers do not need a new policy administration system to transform customer experience; they need an engagement and orchestration layer around the systems they have. Cloud23 builds that layer: claims intake and status tracking, policyholder self-service, broker portals and renewals workflows on Salesforce, integrated with policy admin and claims systems through MuleSoft rather than fragile point-to-point links.
The regulatory backdrop rewards the same work. IFRS 17 has raised the bar on data quality and lineage across the insurance value chain, and conduct-focused supervision — such as South Africa's twin peaks model, with a dedicated conduct authority — expects insurers to evidence fair customer treatment. A connected front office, with every interaction, complaint and claim on the record, makes that evidence a by-product of daily work rather than a reporting scramble.
The context
Pressures shaping the sector
The claims moment defines the brand
A policy is a promise, and claims are where it is kept or broken. Slow, opaque claims handling drives churn and complaints; transparent status and fast settlement are now the differentiators.
IFRS 17 and reporting demands expose data weakness
The insurance contracts standard demands granular, traceable data across the contract lifecycle. Fragmented front-office systems make that harder and costlier than it needs to be.
Legacy policy administration limits change
Decades-old policy admin systems are expensive to modify and risky to replace. Customer experience improvements stall when every change requires touching the core.
Intermediated distribution needs digital support
Brokers and agents remain central to insurance distribution, and they route business to the insurers that are easiest to work with. Portals for quotes, endorsements and commission visibility are table stakes.
Conduct regulation raises the bar on customer treatment
Supervisors increasingly examine how customers are treated, not just solvency. That requires a reliable system of record for interactions, complaints and outcomes.
How we help
Capabilities we bring to the sector
Financial Services Cloud for insurance
Policyholder 360 with households, policies, claims and life events modelled properly — one view for service, retention and cross-sell across life and short-term books.
Claims service on Service Cloud
Structured claims intake, case management with SLAs, and status transparency for customers and intermediaries — replacing email threads and spreadsheets with an auditable pipeline.
Broker and policyholder portals
Experience Cloud portals for self-service: claims lodgement and tracking, policy documents, endorsement requests, and broker views of book, pipeline and commissions.
Integration with policy admin and claims systems
MuleSoft API-led integration keeps Salesforce and the policy admin estate in sync, so the engagement layer improves without destabilising core systems.
Data and analytics across the policy lifecycle
Unified data across policy, claims and engagement systems, feeding retention analytics, complaints reporting and the data lineage that modern reporting standards expect.
Where to start
Practical transformation opportunities
- Claims status self-service, so policyholders and brokers see progress without phoning the contact centre
- Digital quote-and-apply journeys for personal lines products
- A broker portal covering quotes, endorsements, renewals and commission visibility
- Renewals and retention automation triggered by policy anniversaries and risk changes
- Complaints handling workflows with the full audit trail conduct regulators expect
- A single policyholder view across life, short-term and investment products to support responsible cross-sell
FAQ
Frequently asked questions
Can Salesforce replace a policy administration system?
No, and it should not try to. Policy administration systems handle product rules, rating, billing and the ledger of record. Salesforce sits above them as the engagement and orchestration layer: the single view of the policyholder, the claims and service workflows, the portals and the intermediary relationships. Integrated properly, the two do what each does best — and the insurer can improve customer experience on a quarterly cadence instead of a core-replacement timescale.
What does Financial Services Cloud add for insurers over standard Salesforce?
Financial Services Cloud ships with an insurance-aware data model — policies, claims, coverages, households and intermediary relationships — plus purpose-built console views for service and advice teams. That means less custom object design, faster implementation and an upgrade path aligned with Salesforce's continued investment in financial services.
How does Cloud23 approach integration with legacy insurance systems?
Through an API-led layer, typically on MuleSoft. System APIs expose policy admin, claims and billing systems once; process and experience APIs compose them into journeys such as claims intake or renewals. This avoids point-to-point connections that make every future change harder, and it means the integration built for the first project is reused by the next one.
Does IFRS 17 affect customer-facing systems?
IFRS 17 is an accounting standard, so its direct impact lands in actuarial and finance systems. Its indirect effect, though, is a much lower tolerance for fragmented, poorly-governed data anywhere in the value chain. Insurers that unify front-office data — policies, claims, interactions — find both reporting and customer experience improve from the same investment. Cloud23 keeps the boundary honest: we build the engagement and data layer, not the actuarial engine.
Keep exploring
Related services and work
Salesforce
Service & Contact Centre Transformation (Service Cloud)
Cloud23 transforms service operations and contact centres on Salesforce Service Cloud, unifying channels, case management, knowledge and telephony into a single agent workspace.
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Experience Cloud
Cloud23 designs and builds Salesforce Experience Cloud portals, onboarding sites and communities that let customers and partners transact with banks and insurers online rather than in a branch or inbox.
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MuleSoft & Enterprise Integration
Cloud23 designs and builds enterprise integration on MuleSoft, using API-led architecture to connect Salesforce with core banking, payments, identity and legacy systems for regulated businesses across Africa and beyond.
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Data & Analytics
Cloud23 provides data and analytics services for Salesforce-centred organisations — data strategy, single-customer-view architecture, Data Cloud implementation, dashboards and the data foundations that AI initiatives depend on.
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