A custom-built policy platform frees Knose from their legacy insurance system

Knose Financial Services is an Australian pet insurance provider, offering cover under multiple brands including Stella and Petsy. They sell both directly and through broker channels, managing thousands of policies across an integrated network of quoting, claims, payment, and reporting systems.

For years, Knose’s policy administration ran on Origami Risk, a third-party vendor platform. Over time, the system had become a constraint. It couldn’t scale to support Knose’s growing network of brand partners and integrations. Their operations team found it cumbersome, with too many steps to complete routine tasks. As a vendor-managed system, Knose also had limited control over their own release schedule and no clear path to the flexibility their business needed.

They needed to move. The goal was a scalable, configurable policy administration system they could own and extend, built for how Knose actually worked.

NABO is a custom policy administration system built on the OutSystems ODC low-code platform, designed and delivered by a blended team of Kiandra and Knose staff working side by side throughout.

Kiandra provided the project manager, business analyst, solution architect, senior developers, a QA engineer, and a front-end developer. Knose embedded their own BA, QA, and branding resources into the team from the start. As the project progressed, Knose also brought on two of their own developers, with Kiandra assisting their onboarding and upskilling to support Knose's internal capability to maintain and extend the system.

NABO sits at the centre of Knose’s technology ecosystem, connecting to:

• Knose’s distribution middleware, which handles communications between internal and external systems.
• The claims management system
• Insca (insurance.com.au) broker portal, sending purchase and cancellation events to NABO
• Knose’s internal rating engine for premium calculation
• AWS: cloud infrastructure and document storage

Phase 1 covered the full policy lifecycle and all supporting administration:

• Policy binding, endorsements, cancellations, reinstatements, and renewals
• Customer profile management with complete change history
• Payment and instalment processing
• Automated Certificate of Insurance (COI) generation and storage
• BDX (bordereaux) reporting for regulatory compliance
• Product configuration: admin tools to manage insurance products, breeds, and postcodes
• Full audit trail across all business objects
• Role-based access control for different user groups

Knose entered this engagement dependent on a vendor platform they couldn't control. They left it with a purpose-built policy administration system they own outright, built around their processes and integrated with their technology ecosystem from the ground up.

The blended delivery model also means Knose didn't just receive a product at the end. Knose's team came in with strong technical skills but limited delivery process. Kiandra's structured yet flexible approach kept the team accountable while accommodating shifting priorities throughout the project. Combined with Kiandra's hands-on OutSystems experience, Knose's staff left the engagement equipped to operate, maintain, and extend NABO on a platform they'd genuinely mastered.