An innovative application for Insurance Claims Management

AIG was the first insurance company in Israel to introduce its customers to submitting claims online rather than by phone/FAX.

Globalbit was chosen to specify and develop user experience for this breakthrough Claims Management Module. The module covers all insurance fields: car, property, health, travel, and more.

Insurance claims are a sensitive and complex issue. A transition from a human representative who is listening to the customer, to a cold and emotionless information system may create concerns among users.

That is why AIG, as a pioneering company in the digital domain, decided to pay special attention to creating an advanced user experience, easy and simple to use, which includes providing feedback to the end user. In this application, innovative UI/UX solutions were implemented for the use of the general public.

As soon as the application was launched, it was a great success. The AIG customers gave a very positive response to digital solutions for submitting claims. Today the submission and management of claims are fully performed through the system, which lifts the burden off the human customer service operators. Submitting customer claims online is the basic tool for the AIG customers in their transactions with the company.

Following the company's many successes in the field of user experience and its wins in several international competitions, the CEO of Globalbit Vadim Fainstein published a book called "How to create applications that people will use". In this book, he summarized the insights he had gathered during his years of work in the field. Vadim Feinstein is also a keynote speaker at the worlds’ largest digital conferences, where he shares his knowledge and experience in developing digital products, with a special emphasis on an exceptional user experience.

The innovative solution for claims’ submission grants AIG with the following benefits:

1. Streamlining the company processes - Reducing expenses on the customer service centers by decreasing the load on the human operators.

2. Improving service - Better service for policyholders which translates into better customer retention.

3. Company branding – Classifying AIG as a leading company in the insurance field.

4. Customer retention – Retaining customers by increasing their satisfaction and creating a deeper engagement with them.

5. A vision of innovation – AIG is a company that advocates innovation and constantly invests in advance products.

Globalbit creates a superb user experience and achieves the client's goals and benefits, as it consistently pursues the following approach:

1. Full awareness of the customers’ business goals and of their short- and long-term goals.

2. Perception of methods required for the product integration into the company's general digital strategy.

3. Investigation of the needs of all the stakeholders and the end users of the systems by holding interviews with potential users and company employees to study their behavior and work processes within the old system.

4. Accurate specification for all systems’ requirements.

5. Information analysis and modeling. When all the information is in the hands of the Globalbit's experts, they analyze it and, based on the results, design the cornerstones for future development. It includes establishing user personas (types of users), creating user scripts (work processes), drawing up storyboards, and many more, embracing all the possible aspects of the system implementation.

6. Building the system using navigation adapted to the user's behavior. Micro-interactions are used to communicate with the user, and a differential user experience is created, that adapts itself to the characteristics of each user.