Claims Handling — making insurance less painful to deal with
Warta is one of the oldest and largest insurers in Poland.
When we started this project, the claims process was heavily phone-based and opaque for customers. People filed a claim, spoke with a consultant, and then waited, often unsure what was happening, what was expected of them, or when the case would be closed.
Warta, Talanx Group
·
2015
·
Insurance
Challenge
Design a customer-friendly application integrated with the claim adjustment management system.
Thanks to the application, you should check what is happening in your case and quickly communicate with the insurer.
Discovery
We started the project with an extensive discovery phase.
We decided to use mostly quantitative and qualitative research methods — Customer Interviews, Market Research Analysis, Customer Journey, User Testing, Google Analytics, and Hotjar data.
We had to learn more about the customers, their habits, their needs, and their struggles.
An app for all Warta customers managing their claims
The app covers all individual claims — road assistance, home/property, travel or personal, etc.
It's enough to have a modern smartphone to use the application.
A link to the store to download the free app is sent to the customer by the consultant dealing with the claim.
So, let's get it all started
When an unpleasant situation happened to you, you download the app and report your damage to the hotline.
Check your claim status
If you have reported more than one claim — you will see a summary of all your claims here.
Dashboard
It is your navigation axis with all the steps and tasks needed to be done to have a successful claim resolution.
Remote visual inspection
After choosing a convenient date, the Warta employee will conduct a remote inspection of the damage.
Built-in messenger
A safe, fast communicator, thanks to which the operator will prepare all the documentation needed to close your claim.
Settlement proposal
When the processing is completed, Warta will prepare a settlement proposal and the valuation of your damage.
You can accept it and withdraw your money immediately.
You can also reject it and propose your terms.
Document repository
All documents necessary to close the damage can be found in the app.
All your uploaded files are also here.
A few little things
If you scroll long enough, you will see the estimated date of resolving your case as well as some insurance trivia.
Appreciated by the users
Apple App Store
4.8
Google Play Store
4.7
Let's connect
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