Financial Services
Designing a best-in-class claims experience for a major health insurance player in India
21 Feb 2023
Context
A
leading health insurer wanted to create a best-in-class claims experience for
their customers as a key differentiator in the marketplace.
Our
approach
- Mapped the customer journeys and identified the pain points
for stakeholders at each step
- Prioritized the critical issues that need to be resolved
based on their frequency and severity
- Set aspirations/goal posts for key metrics
- Designed solutions and interventions required to meet the
aspirations/ goals
- Developed a program charter to drive the
implementation of the proposed solutions
Praxis
value delivered
- Creating an agile and responsive tech stack is essential to
building a differentiated claims proposition
- Designing journeys and a proactive communication strategy
can be a powerful lever to enhance customer experience during their moment of
truth
- Re-imagining the operations setup can yield
substantial improvements in terms of aligning the available capacity with the
demands of the claims processing teams
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