Insurance · 2026

Internal knowledge assistant for policies and contracts

A chat assistant for an insurance company’s staff. It answers only from approved documents — product terms, internal policies and circulars — cites the exact page, respects each employee’s access rights, and says so when the answer isn’t in the documents.

Built by

Tech leadUI/UXFrontendBackendDevOpsQA

Client: Withheld at the client’s request
Users: Branch and call-centre staff
Sources: Policies · Product terms · Circulars
Typical timeline: 8–12 weeks
Squad: 6 people · 5 disciplines

Technologies

NestJS
LLM APIs
pgvector
PostgreSQL
Next.js
SSO (Entra ID)
n8n
Docker

The product

10 images

Every answer shows the page it came from
Only current versions are searched
Gaps and wrong answers go back to document owners
The same assistant in English, citing an Arabic circular where needed
New files are read, split into passages and indexed before they go live
Comparing two circular versions; only the new one is searchable
Single sign-on groups decide which documents each person can find
When documents are silent, it says so and sends the gap to the owner
On the phone: a short answer and one tap to the cited page
Each release must pass known-answer and permission tests before it ships

Brief

The answer existed. Nobody could find it.

Context

Staff rely on hundreds of PDFs: product terms, underwriting rules and circulars that change every few months.

Problem

New staff asked senior colleagues, answers depended on who you asked, and outdated circulars were still being quoted to customers.

Goals

Answers from approved documents only
The source page with every answer
Each person sees only what they may
Old versions never quoted

Team

The squad behind it.

Tech leadRetrieval design, access rules and evaluation	×1	Retrieval design, access rules and evaluation	Senior
Product designerChat, citations and the document admin	×1	Chat, citations and the document admin	Senior
Frontend engineerChat app and admin screens	×1	Chat app and admin screens	Senior
Backend & AI engineerDocument ingestion, search, answers and permissions	×1	Document ingestion, search, answers and permissions	Senior
DevOps engineerPrivate hosting, single sign-on and monitoring	×1	Private hosting, single sign-on and monitoring	Senior
QA engineerQuestion set and answer checks before every release	×1	Question set and answer checks before every release	Senior

Meet the team

UI/UX design

Every answer shows its source.

Who worked on it

UI/UXFrontend

Answers are short and end with the documents they came from; one click opens the page with the passage highlighted. When the documents don’t cover a question, the assistant says so and suggests who to ask.

Arabic chat answer about a travel policy with numbered citations and the policy page open with the cited clause highlighted. — Every answer shows the page it came from

Arabic side-by-side comparison of two motor claims circulars, with removed text in red, added text in green, effective dates and the approver. — Comparing two circular versions; only the new one is searchable

Citations inlineEach claim linked to its page.
“I don’t know” is allowedNo answer beats a made-up one.
Feedback on every answerWrong answers go straight to the document owner.

Frontend

Chat for staff, control for admins.

Who worked on it

UI/UXFrontend

Staff use a simple chat in the browser, signed in with their work account. Admins upload documents, mark old versions as replaced and see which questions went unanswered, so the gaps get written.

Admin document library listing policies and circulars with version, status, access groups and owner; a replaced circular is greyed out. — Only current versions are searched

English chat answer listing the four documents a motor accident claim needs, with numbered citations and the policy page open at clause 9.2. — The same assistant in English, citing an Arabic circular where needed

Arabic phone screen: a branch employee asks the maximum age for travel cover and opens the cited table page from a citation chip. — On the phone: a short answer and one tap to the cited page

Work-account sign-inNo new passwords to remember.
Version controlA replaced circular stops being quoted at once.
Unanswered questionsA list that shows what to document next.

Backend & architecture

Search first, then answer.

Who worked on it

Tech leadBackend

Documents are split into passages and indexed for both keyword and meaning search, in Arabic and English. For each question the assistant retrieves the passages this employee may see, and the model answers from those passages only.

Upload screen with six files, each showing reading, passage and indexing progress, page and passage counts, access tags and the version it replaces. — New files are read, split into passages and indexed before they go live

Access matrix mapping single sign-on groups to document tags, with member counts and a lookup showing what one claims officer can see. — Single sign-on groups decide which documents each person can find

Decision 1
Permissions applied at search time
A passage the user can’t see must never reach the model.
Trade-off · Each document carries access tags from upload.
Decision 2
Hybrid search: keywords plus meaning
Policy numbers and product codes need exact matches.
Trade-off · Two indexes to keep in sync.
Decision 3
Only the current version is searchable
Quoting a replaced circular is worse than no answer.
Trade-off · History stays in the archive, outside the assistant.

DevOps

Company documents stay inside the company.

Who worked on it

BackendDevOps

The assistant runs in the company’s own cloud account, behind its single sign-on. Model calls go through a gateway that strips personal data and logs usage, and nothing is used to train outside models.

Evaluation dashboard with known-answer, citation and permission results, a trend over releases, the Arabic–English gap by topic and a passed release gate. — Each release must pass known-answer and permission tests before it ships

Private deploymentIn the client’s own cloud account and region.
Model gatewayOne place for keys, limits and logs.
Usage reportsQuestions per department, per week.

A question set that grows with every mistake.

Who worked on it

BackendQA

Questions with known answers and source pages run before every release. Every wrong answer reported by staff becomes a new test, so the same mistake doesn’t come back.