Provide Claimants with the status of their claim and take actions to complete their reimbursement.
Company
Industry
Insurance
App Type
B2B2C Consumer Application
Date
Spring 2021
Role
Lead Designer
Activities
Our Target Buyers are the Claims Organizations in Insurance Carriers. These organizations experience the following problems when trying to close claims for their policy holders.
Manually Managing Claims
Incoming emails, phone calls, and conversations with claimants increases overall payout costs.
Long Case Duration
Constant back and forth with claimants creates more admin work for the claims organization
Poor NPS
When claimants can't get the information they want or need fast enough, it creates a poor customer experience
As this is a B2B2C consumer application, the buyers were not considered users of the product. In reality, are two main types of "end users" for this application.
When speaking with our customers and the policy holders we had access to at Metromile, the following themes arose across all users.
Understanding claim status
Users have a hard time understanding what the claim filing process entails and the current status of each claim.
Manually Managing Claims
Users want to see vey clearly and specifically what tasks they need to do so they can feel confident they’ve done anything they can.
Manually Managing Claims
Users don’t want to have to worry about their claim unless they need to perform an action that helps them close their claim quicker.
Provide all relevant claim information to the end user, as well as highlight any important tasks.
We provide a number of forms for customers out of the box, with the option to create new and custom forms when necessary.
We provide automations for end users so the claims organization can work on higher impact work.
Although the underlying structure and user experience remains practically unchanged, we provide customizable UI elements so our customers can ensure their end users have branded experience.
The pizza tracker communicates the basic states to the user. Even if the user opts to not get their vehicle or property repaired, they will still pass through the “options” and “payment” states.
If the user chooses to repair their vehicle or property, we can integrate with a preferred vendor network and provide a google maps experience to book the repair. In this example, the user is scheduling a drop-off with their vehicle. In the case of homeowner’s insurance, the user would receive a call to schedule the repair.
Regardless on how they repair their vehicle or property, the user has the ability to select a coverage option and see it will affect their policy moving forward. The user then has several options on how to receive payment.
