Use Case

Use Cases - Digital Adviser | Axell Hub

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.



  • 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.



  • 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.


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 Team | | Axell Hub

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

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. 

Use Cases | Axell-Hub