Assurant · Claim flows that respect the user and the risk
My role: Product design and research, embedded with product owners, engineers, and researchers.
Device and card insurance claims for T-Mobile and Visa France. A claim happens on a bad day: something broke, was lost, or was stolen. The flow has to move a stressed person through evidence and eligibility without drowning them or opening the door to fraud.
This work is under NDA. This is a text case study; I walk through the full detail in live conversations.
The claim problem
A claim is a two-sided design problem: the user needs the fastest honest path to a resolution, and the insurer needs enough verified evidence to approve it. Optimise only for the user and fraud rises; optimise only for the insurer and honest people abandon.
Research into where claims stalled pointed at the same places every time: uploads that failed silently, questions asked in the wrong order, and eligibility rules the user discovered only after investing effort.
Designing the flow
Front-load eligibility
I moved the make-or-break questions to the start, so people learn early whether they’re covered instead of after ten minutes of data entry.
Fix the uploads
I redesigned the evidence step to say exactly what’s needed and to fail loudly and recoverably. Silent upload failures had been the single biggest source of dropped claims and support tickets.
Order for the state of mind
The flow assumes a stressed user: plain language, one decision at a time, and a visible sense of progress toward resolution.
What happened
The research-led redesign cut time-to-task by roughly 30%, and drove down upload errors and the support tickets that came with them. Specifics are under NDA; I’m glad to walk through the research and trade-offs in conversation.