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How would you improve the insurance claim process for customers?
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19 months ago
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When people experience auto or property losses, such as a car accident, they need to communicate the details of what happened to their insurance company in order to file a claim.  We want to make it as easy as possible for customers to tell their 'story' of what happened.  We understand that our customers have just experienced a stressful event and that they want to be able to explain what happened one time in a way that's quick and clear.  

Our current process provides customers with several options to report a claim: call the 1-800 number, contact your agent, or report it yourself using an online application.  The online application feels like completing a form and may limit customers' ability to really tell their story of what happened.  


Deliverables

We want to improve upon our current system so that customers can explain their story of the auto or property loss to their insurance company in a way that is easy, simple, and makes them feel heard.  

Before you answer the deliverables: We recommend talking with your friends or family who may have experienced an auto or property loss so you can learn about the claim process they experienced.  How did they report a claim?  What about the process was easy, and what was difficult?  How would they have liked to explain what happened to them?  

Deliverables:

  1. How should customers notify and communicate their story of what happened to their insurance company?  (ex: channels, technologies, etc.) *Please think above and beyond the traditional methods of reporting a claim.  We are especially interested in digital solutions. 
  2. Describe any specific steps required by the customer when using your method to report a claim. 
  3. How is your idea smooth, easy, and intuitive for the customer?  Keep in mind they have most likely just experienced this loss.

Bonus: Explain how you arrived at your idea. Did you interview any of your friends or family?  

Considerations: We are currently exploring solutions that use photos, video, audio recordings, and vehicle telematics.  We are open to related ideas, but we are also interested in completely new solutions!

    Submissions will be graded on the following criteria:
  • Meets Deliverables
  • Creativity
  • Clarity
  • Adoptive
  • Ease/Simplicity
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