Pet Insurance application - CommBank
CommBank's first pet insurance had to launch on a tight deadline. I designed the quote-to-buy flow: it launched on time and won Mozo awards in 2024 and 2025.
- What I worked on
- Product Design, UX & UI, Web & App
The problem
Commonwealth Bank partnered with PetSure to offer pet insurance — a new product category for the bank, on an aggressive timeline.
Insurance applications are known for losing people halfway. This one asked for pet details, a choice of cover (Classic or Plus), an excess and benefit percentage, optional add-ons and payment. It had to feel simple, meet insurance rules, and look like CommBank — even though an outside team at PetSure was building it.
A long form people give up on
A multi-step quote-and-apply flow, simplified without overwhelming people or cutting corners on regulatory requirements.
It had to feel like CommBank
A natural part of the CommBank products customers already use, not a bolted-on third-party experience.
Built by another company
PetSure's developers had to build to CommBank's standards without a CommBank designer checking every screen.
The result
“Exceptional Quality Pet Insurance” — based on independent analysis of hundreds of policies across the Australian market.
CommBank's entry into the pet insurance market went live on time.
PetSure built the front end to CommBank's standard — visually indistinguishable from the bank's own in-house builds.
The Mozo award recognises the insurance product as a whole; the design was one part of it.
The simpler application contributed to strong initial adoption, and gave the bank a place in a category where Australian pet owners spend an average of 10% of their monthly income on their pets.
What I did
I worked with the Senior UX Designer, CommBank product stakeholders and PetSure's design team on the whole digital experience, on the web and in the CommBank app.
- The web application — I designed the full quote-to-purchase flow as a fully responsive web app: pet details, cover, excess and benefit, add-ons and payment.
- The CommBank app — I designed the pet insurance pages in the iOS and Android apps.
- Built from CommBank's design system — every screen used the bank's shared library of parts, so the product looks and works like the rest of CommBank.
- A build guide for PetSure's developers — how to use each component, plus spacing, type, colours and interactions, so they could build to CommBank's standard without constant design oversight.
- Design reviews across both companies — I led the design critique sessions that kept the CommBank and PetSure teams agreeing.
I also coordinated the CommBank and PetSure teams to keep the project on track against the timeline. The build guide became the key handover — the bridge between CommBank's internal standards and PetSure's own development process.
A note on confidentiality
Due to CBA confidentiality guidelines, I'm unable to share detailed mockups or process artefacts from this project. You can explore the live product at CommBank Pet Insurance.
