Design a claims flow that balances the needs of the claims agent and the customer.
Being a digital-first auto insurance company, one of Pact's objectives is to help people save time, money, and energy. Therefore, we focused on one of the most emotional parts of the user experience: filing a claim.
A quick overview:
First notice of loss is the time that passes between the accident occuring, and the first moment the insurance company hears about the accident. Reducing this period of time as much as possible increases the trustworthiness of information, as well as reduces the risk of fraudulent claims.
Service model diagram
I had a meeting with our claims director to get his take, and we mapped out the process that happens behind the scenes after a claim is filed. The biggest bottleneck to getting a claim resolved is missing information in the initial report.
v1 - Brute force UX design
If we want claims resolved in less than a week, we need to collect structured information upfront. I first approached with with the brute-force method of UX: adding a screen for each question we'd like to ask. However, this obviously makes filing a claim more cumbersome, which increases time to first notice of loss.
v2 - Collecting context up front
Taking a step back, I saw that these questions could be categorized into two groups.
This meant an opportunity to collect context up front. By filling out a quick form, policyholders will only be asked to fill in information that is 1) relevant to them, and 2) that they are able to provide information for.
This reduces the number of screens that most people need to go through and the information is more trustworthy for the claims representative because customers are not skipping through the forms or lying just to submit their claim.
Another detail that we added is that the claim is created immediately after filling in required information. This way, even if the customer drops off, the claims rep is alerted of an incident and can reach out to the customer to ask targeted questions when following up.