End Claim Calamities
The Situation
At Movinga it was time to rethink and improve the claim process to retain the great staff, make the customer happier – or at least less frustrated – and reduce frustration with pending payments for partners.
We figured, that the technical main goal is to reduce the number of emails between customers, Movinga and the insurance company.
This was solved by optimising the processes that made it possible to fit in the different insurance necessities of Movinga’s markets such as Germany, France and Sweden.
The Process
1. Research
Talk to the stakeholders:
Claim Managers
(DACH, SE, FRhead of engineering
2. Concept in collaboration with claims-department and engineering team
Aggregate the information
Flowcharts
Pen& Paper Wireframes
Designs & Prototypes
3. Implementation and testing
We cleaned and automated the process as much as technically possible to mitigate errors from the customer side as well as delays from the insurance side.
Results
The new process reduced the email correspondence between customers, Movinga and the insurance company by 75%.
As this helped to mitigate misunderstandings or avoid simple communication errors the speed of solving the claim cases doubled.
“The new process saved us a lot of time and turned frustrated customers into understanding ones significantly.”
“Claims is a very delicate topic. It’s like a hot potato, that no one wants to touch. And I am very glad we have solved this to internal and external satisfaction.”
