From Backlog to Progress:
Making Insurance Accessible
Digital Accessibility Remediation Case Study | Insurance Provider
Overview
Onward Accessibility helped a Fortune 500 insurance provider reduce a growing backlog of accessibility defects and build a stronger foundation for inclusive digital experiences.
The Challenge
Too many defects, too little bandwidth.
As a leading provider of insurance, our client’s digital platforms are how millions of people enroll in benefits, manage claims, and access critical support. Many of these offerings, including disability insurance, are intended specifically for people with disabilities, making digital accessibility even more essential.
When the client first turned to Onward Accessibility, they had already completed an audit across key portals and uncovered a large number of complex issues. However, the company hadn’t been advised on how to remediate, prioritize between, and address their audit findings. Without internal accessibility capabilities or strategic remediation recommendations, their progress quickly slowed.
At the same time, expectations were rising, digital platforms were evolving, and the backlog kept growing. With users relying on these platforms every day, the organization needed both strategic direction and hands-on support to drive meaningful progress and advance in their accessibility journey.
The Solution
Focused remediation. Clear priorities. Measurable results.
Onward Accessibility began by reviewing the client’s digital properties, accessibility capabilities, and existing audit findings to identify immediate needs. Next, we determined which defects were still relevant and where remediation would have the greatest impact, helping the team focus on high-value fixes instead of spreading efforts too thin.
We then deployed dedicated accessibility developers and testers to remediate prioritized issues across key portals. Working closely with internal teams, we embedded ourselves within existing workflows, validated fixes, and supported WCAG 2.1 AA conformance while maintaining steady progress against the backlog. Throughout the engagement, we also reviewed the client’s systems for opportunities to address accessibility earlier in the product development lifecycle.
Beyond remediation, we provided ongoing guidance through advisory sessions and internal presentations. These efforts helped teams improve processes, reduce rework, and lay the foundation for a sustainable accessibility program. The insurance provider has since expanded its partnership with Onward Accessibility to include strategy, training, audits, and continued remediation support. We’re now helping the enterprise define how to incorporate digital accessibility across product, design, development, and QA.
By The Numbers
Relevant achievements and statistics to date:
328 Barriers Addressed
Resolved or advanced across key platforms
166 Defects Remediated
Closed directly by Onward Accessibility
162 Issues Advanced
Prioritized and routed for efficient resolution
2 Portals Supported
Core platforms enhanced for accessibility
By The Capabilities
Accessibility support delivered to empower long-term progress:
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Backlog Management
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Remediation & Validation
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Defect Prioritization
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Strategy & Advisory
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Governance & Program Support
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SDLC Integration
Flexible Options for Your Journey
Digital accessibility is complex, but getting started doesn’t have to be.
