Sponsor: President Claims & Deputy Senior Vice President of Operations
Mandate: Simplify the auto claims experience
Goals: Increase NPS and reduce auto claim cycle time. Set up the foundation for auto claim automation.
Hats worn: Mandate Manager, Design & Strategy Lead, Facilitator
Defining the problem
The claim experience is a multi-channel customer journey and a low customer satisfaction score. To improve the experience we needed a better understanding of the experience. We narrowed down specific paint points by facilitating discovery sessions across departments, interviewing internal specialists, clients and stakeholders, and mapping processes. We distilled them into problem statements. Below is one of them.
How might we reduce client’s effort of sharing information regarding an accident for a faster claim resolution?
Design Thinking Workshop
Converging on solutions
Working close with different departments: Claims operations, AI Lab, Marketing, IT department we mapped a strategic roadmap. Our first stop is a multichannel project we named “Easy Share”, focusing on enabling the client to easily share his story with his adjuster.
The initiative was a multi-channel approach solutions for web experience, mobile app, email, and internal systems.
Image blurred for due confidentiality
An ecosystem of solutions
Photos of the damage
A decade ago drivers would instinctively call an authority figure in case of an accident. The behavior shifted towards the immediacy of the moment. Due to the fear of missing out and not documenting the accident, the first instinct has shifted towards documenting the moment, especially taking photos.
At that stage, we wanted to assist the client so he can share with us his story, in photos. Better photos also help our machine learning algorithms process faster the information for a faster claim resolution.
Channel: Mobile app, Agent scripts
Sharing the story
There is no such thing as oversharing. The insurance company is a position of authority as it has to make a judgment call: “At fault” or “Not at fault”. Over the phone, the customer gets the validation of human interaction.
Over the digital channels that validation can be easily lost. We designed with that fear, “of not being heard” in mind and gave the right digital tools so our clients can share the whole story and also reiterated that they have been heard.
Channel: Mobile app, Web platform, Emails
Quick wins strategy
Looking at different segments, we identify a high number of claims generating low-value interactions. Auto claims around minor glass damages are handled directly and efficiently by Windshield Repair services.
Offering that information beforehand reduced the number of phone calls and guided the clients towards the Repair service.
Channel: Mobile App, Web platform
The presented work is a result of a group of talented people that I have been part of. I will happily grab a coffee with you and share more details about my work and contribution.
