Financial Services — Insurance (Auto / P&C) · Digital Channels / Claims Self-Service · TD Insurance
Digital Channels / Claims Self-Service Project Manager Simulation — TD Insurance
Pilot a self-service auto claims portal for TD Insurance customers — letting them start a claim, upload damage photos, and track status without calling. Lead a $1.5M, 16-week build connecting a new customer portal to Guidewire ClaimCenter through MuleSoft, with Tractable's AI sizing the damage. The catch: the claims team you're meant to relieve isn't sure they want it, and the regulators are watching. Gain hands-on project management experience over 27 days of real decisions, stakeholders, and PMO deliverables — no prior experience required.
The scenario
TD Insurance is the largest direct-to-consumer property & casualty insurer in Canada, and auto claims are its highest-volume, highest-emotion customer moment. Today, every auto claim starts the same way: the customer calls. They wait on hold, repeat their policy number, describe the damage to an agent who has never seen the car, and then wait for an adjuster to call back. The claims contact centre absorbs the volume; the customer absorbs the friction. In a market where Sonnet, Belairdirect, and every neobank-adjacent insurer is racing to make claims feel like ordering a rideshare, "call us" is starting to look like a liability. The Digital Channels & Direct Insurance group has funded a pilot to change the first step. The Auto Claims Self-Service Portal will let an Ontario direct-auto customer start a claim online, upload photos of the damage, get an AI-generated first estimate of severity from Tractable, and track the claim's status — all without calling. It is a $1.5M, 16-week pilot, deliberately narrow: one province, one product, a limited set of claim types, no payments, no settlement. The portal sits on Adobe Experience Manager, talks to Guidewire ClaimCenter through MuleSoft, and hands off cleanly to the contact centre the moment a claim needs a human. You are the IT Project Manager, brought in to build it from scratch. There is no predecessor, no legacy portal to retire, no playbook — TD has never let a customer touch the claims system directly before. The sponsor, Renée Sauvageau, championed this pilot and wants it to be the proof point for a much bigger digital-claims roadmap. But the people whose call volume the portal is meant to reduce — the auto claims operations team and the adjusters — aren't convinced it will help, and the compliance group will be watching every photo that crosses the boundary. Your job is to ship a pilot that earns the right to scale.
What you'll do as the project manager
- →Stand up a customer-facing auto claims self-service portal that lets Ontario direct-auto customers start a claim, upload damage photos, and track status without calling
- →Integrate Tractable's AI damage assessment to give customers an immediate, clearly-bounded first read on damage severity and route the claim appropriately into Guidewire ClaimCenter
- →Deflect a measurable share of simple-claim calls from the contact centre while preserving a clean, fast handoff to a human whenever the claim needs one
- →Prove the privacy and regulatory model — Privacy Impact Assessment signed, customer PII handled to OSFI/FSRA expectations — so the pattern can scale beyond the pilot
- →Deliver the pilot within the $1.5M budget and 16-week window, with results credible enough to earn funding for a province- and product-expansion roadmap
Project management skills you'll build
The challenges you'll navigate
- •AI damage-assessment accuracy — if Tractable's first estimate misreads Canadian auto damage (winter salt corrosion, prior repairs), the portal tells customers the wrong thing and the adjusters stop trusting it, repeating the 2024 shelved-feature pattern
- •Claims-operations buy-in — Sandra Boucher's team was engaged late and is unconvinced deflection is the right goal; without their support the pilot ships into an organization that quietly routes around it
- •Privacy and regulatory exposure — customer photos are personal information; a weak Privacy Impact Assessment or an unclear AI disclosure could draw OSFI/FSRA attention and stall go-live
- •Scope creep — the pressure to add Quebec, home claims, total-loss handling, or 'one more claim type' before the pilot has proven anything is the most likely way the budget and timeline slip
- •Core-platform dependency — Guidewire ClaimCenter changes run through a separate platform team's release windows, which can bottleneck the integration if not sequenced early
Technology & stakeholders
You'll manage 7 stakeholders, including Renée Sauvageau (VP, Digital Channels & Direct Insurance), Marc Charlebois (Director, Enterprise Delivery & PMO), Sandra Boucher (Senior Manager, Auto Claims Operations), and more.
What you'll walk away with
A verified, shareable record of a completed enterprise project — plus the PMO deliverables you produced along the way (charter, project plan, SteerCo deck, closure document). It's real, demonstrable project management experience you can put on your resume and speak to in interviews.
Frequently asked questions
Do I need project management experience to start?
No. This simulation is built for aspiring and practicing project managers alike — you learn by doing. You make real decisions and get feedback, with no PMP or prior PM job required.
How long does this simulation take?
It runs over 27 days, roughly 24 minutes per day, covering the full project lifecycle from initiation to closure.
What will I learn?
You practice the core of project management — stakeholder management, budget and schedule control, risk, scope, and PMO governance — in the context of digital channels / claims self-service in financial services — insurance (auto / p&c).
Is this based on the real TD Insurance?
It's a realistic scenario inspired by TD Insurance and the Financial Services — Insurance (Auto / P&C) sector. Details and names are fictionalized for training — it's a simulation, not a record of any actual project.
What do I get at the end?
A verified project completion plus the PMO deliverables you produced (charter, plan, SteerCo deck, closure) — proof of hands-on experience you can show employers.
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