This engagement delivered a complete coordination platform — five product surfaces on one backend — and then evolved through several rounds of client change requests. It shows how 91Technologies builds multi-sided platforms where web, mobile and operations all follow the same rules.
The challenge
A patient who needs treatment in India usually has to find a hospital, arrange an appointment, get insurance approval and then chase claim paperwork alone. The company wanted a network of independent partners and an operations team that could coordinate the whole journey — and be paid fairly and transparently for it.
- A partner network. Advisors needed KYC onboarding, a mobile app and a clear view of their cases and earnings.
- Coordination across many parties. Patients, partners, operations staff, hospitals and accounts each needed their own view.
- Insurance complexity. Cashless coverage and claim settlement had to be part of the journey, not an afterthought.
- Money rules. Commission varies by provider and must be calculated on the final settled amount and recorded in a ledger.
- Compliance and trust. SMS templates, KYC data, payments and app-store policies all needed to be handled properly.
Our solution
We built a single platform with one API and database serving every audience.
- Web app for staff and partners. A React application with role-based screens, dark mode and record-level scoping along the reporting chain.
- Provider and patient portals. Hospitals update cases and bills; patients track their cases and book services.
- Android partner app. An Expo/React Native app released through Google Play closed testing.
- A rules-heavy API. NestJS and PostgreSQL handle cases, journey stages, commissions, settlements, payments and notifications.
- Safe payments and messages. Razorpay payments are verified on the server; the SMS service is DLT-aware and never reports false success.
What we built
Partner onboarding & KYC
Registration wizard with KYC, a paid registration step, OTP or PIN sign-in and an agreement.
Case management
Log patients, pick hospital and doctor, schedule appointments and track every case through stages.
Journey tracking
A stage tracker from referral to treatment to claim settlement, visible to every role by scope.
Provider portal
Hospitals and clinics receive assigned cases, update treatment status and enter the bill.
Patient portal
Patients track their own cases and can book the reimbursement service directly.
Commission & ledger
Flat or slab commission on the final settled amount, a provider-wise ledger and settlements.
Escalations & callbacks
Numbered escalations routed automatically to the right executive.
Reimbursement service
A flat-fee service where an executive collects a customer’s claim documents, gated by verified payment.
Master data
Providers, doctors and insurers, with Excel upload and per-row error reports.
Ads & banners
Scheduled image and video banners shown in the app and managed from the admin.
Reports & dashboards
Operational and financial reports with filters and exports.
Android partner app
Home with ads, cases, add patient, doctors, reimbursement, earnings and profile in 11 screens.
Results & achievements
- The whole chain in one system: partner recruitment and KYC, referral, treatment and claim tracking, commission, ledger and a direct-to-customer service.
- Insurance coverage is shown at the moment of referral: hospitals are mapped to insurers with cashless or blacklisted status, displayed to the partner while logging the patient and frozen on the case.
- A claim-aware journey tracker with distinct “claim settlement in progress” and “claim settled” stages, so insurance follow-up is a first-class step.
- Configurable commission on the final settled amount — a flat percentage or a slab table per provider — released only by senior roles and flowing into the ledger and each partner’s earnings.
- An approval chain with memory: each partner’s current executive is used automatically to route escalations and reimbursement work.
- Payment-gated work orders: the reimbursement fee is verified before the request enters the work queue, and forged or mismatched payment confirmations are rejected.
- A field-ready Android app with PIN or OTP sign-in, selfie profile, doctor directory, appointment scheduling and a case tracker.
- Ads and banners — pictures or video, with dates and links — are changed from the admin without releasing a new app version.
- Roles and permissions are editable without code, with data scoping that follows a six-level reporting chain.
- Compliance built in: a DLT-aware SMS service that never fakes success, KYC fields, an account-deletion path and privacy and data-safety documentation for the app store.