Use Cases - Claims Experience

Use Case

Digital Claims Experience

Using deep customer research, we were able to design a new claims experience for health insurance customers that put them in control of their journey.

1 Challenges

Lack of transparency across the entire claims process.
Information asymmetry – customers unsure of claims progress.
Manual processing by customer and business.
Operational inefficiency with Claims team managing hundreds of emails a day.

2 Opportunities

Build a transparent claims process to keep the customer informed.
Empowering the customer to control the claim with digital tools.
Deepen customer relationship with personalised advice and support across t the journey.
Use automation and digital platforms to manage operational efficiency and compliance in back-end.

3 The Solution

In-depth customer research revealed current state challenges.
Future-state journey designed and digital claims prototype built.
Final result will allow business to manage hundreds of claims digitally saving business time and resources.

AXELL’S ENGAGEMENT MODEL

With our proven innovation process, we worked with our clients to design and launch a fit-for-purpose solution.

Discover

We look inside (assets assessment)
We look outside (market analysis)
We look ahead (trends research)

Design

Desirable solution (customer centric)
Feasible solution (deliverable)
Viable solution (cost-effective)

Partner

Selected partners (innovation leaders)
Experience together (commitment)
Tech diversity (broad portfolio)

Build

Rapid prototyping (time to market)
Lean prototyping (fail fast)
Diverse team (interdisciplinary)

Adopt

Best practice sharing (learn & improve)
Data analytics (user driven)
Commitment (strategic investment)

Want more? Read our use case "Car Insurance For Young Drivers"

Discover how we worked alongside an insurer to design, develop and deliver a revolutionary car insurance solution for young drivers. The solution allows the insurer to engage young drivers in their driving and insurance, redeeming points through a marketplace of partner businesses.