Intact Insurance
Reduced auto claim cycle time and increased NPS, defining the future state for the claims journey at the moment of the accident.
Achievements
- Defined the future state for the claims journey at the moment of the accident
- Designed Accident Assist to guide drivers through what to collect, what not to admit, and next steps
- Laid the groundwork that carried into later auto claim automation
Defining the Problem
The claim experience spanned phone, web, mobile and in person, and customer satisfaction was low across all four. I ran discovery sessions with Claims, Operations, Marketing and IT to map the journey end to end and find where it broke down.
We started with one question: how might we reduce a client’s effort in sharing information about an accident, for a faster claim resolution?
Blurred for confidentiality
Converging on Solutions
Working with Claims Operations, the AI Lab, Marketing and IT, I mapped a cross-department roadmap out of that discovery work. Its first initiative, Easy Share, spanned web, mobile app, email and internal systems, cutting the back-and-forth of collecting accident details.
These teams didn’t usually plan together, but they built this roadmap side by side.
Claims, Operations, Marketing and IT, mapping the roadmap together
Photos of the Damage
After an accident, the instinct is to reach for your phone and document the accident. We designed for that instinct: guided in-app photo capture that shows drivers exactly what to shoot, four corners, close-up damage, odometer, plate. The result is submission-ready photos, and a claim drivers can file straight from the app.
Better photos meant faster, more accurate assessments, for the people reviewing claims and for the automation we were building next.
Channel: Mobile app, agent scripts.
Reducing Calls With a Guided Data-Collection Flow
When a client couldn’t give us what we needed, they called. We designed a guided intake flow, web and mobile, that asks the right follow-up questions up front and gets complete information the first time, no callback required. Status emails carried the same logic: they explain the decision instead of just stating it, so clients don’t need to call to find out.
Channel: Mobile app, web platform, emails.
Guided intake on web and mobile, followed by a status email that explains the decision
A Quick Wins Strategy
Looking across claim segments, we found a high volume of low-value-interaction claims. Minor glass damage was the biggest one, and it didn’t need the full claims journey. We routed those straight to a windshield repair partner, and told drivers up front what did and didn’t count as window glass.
Fewer calls, faster resolution.
Channel: Mobile app, web platform.
Faster Claim Resolution, Higher Customer Satisfaction
We reduced phone calls and cut the time it took to pay out a claim. Customers got back on the road faster, and satisfaction went up in the same quarter. The bigger payoff was structural: a shared, cross-department understanding of the claims journey that automation work could build on later.