We Designed Israel's First Digital Insurance Claims System

Discuss Your Project

AIG · Insurance · UX Design

5 Insurance Types

car, property, health, travel, and general claims in one platform

3 Months

from first meeting to complete, ready-to-build specifications

Call Center Shift

most claims moved from phone agents to digital self-service

Five Insurance Types. One Digital Claims System. Three Months.

Globalbit researched, designed, and fully specified the UX for AIG Israel's first digital claims system. We covered car, property, health, travel, and general insurance in a single product, and delivered everything the development team needed to start building in just 3 months.

[ THE CHALLENGE ]

Filing a Claim Shouldn't Require a Phone Call

AIG wanted to move their entire claims process online. The problem: five insurance types, each with its own rules, documents, and workflows. Nothing like this existed in Israel, and every detail had to be right because mistakes in insurance have real financial and legal consequences.

-Five different businesses, one platform — Car, property, health, travel, and general insurance each run on completely different rules, require different documents, and have different edge cases. We had to make all five work inside a single product.
-Nobody had done this in Israel — No Israeli insurer had built a self-service claims system before. There was nothing to copy or benchmark against. Every screen, flow, and interaction had to be figured out from zero.
-One mistake could void a claim — Insurance claims involve strict regulatory requirements. If the app collected the wrong data or skipped a step, it could make a claim invalid or expose AIG to legal problems.
-It had to replace the phone call — The whole point was to move people from calling the support center to doing it themselves online. But if the app was confusing, they would just pick up the phone again.

"AIG chose to invest in a digital experience that would be simple enough for anyone to use, while still meeting every regulatory requirement behind the scenes."

How We Approached It

Before drawing a single screen, we spent weeks understanding how AIG actually processes claims. We interviewed agents, reviewed documents, and mapped out every rule and exception across all five insurance types.

Then we designed the flows so the app would ask the right questions based on what type of claim you're filing. A car accident and a travel delay need completely different information, and the interface adjusts accordingly. Everything we delivered was detailed enough for developers to build from directly.

AIG digital claims platform displayed on laptop and phone — clean blue interface

[ HOW WE WORKED ]

From Research to Ready-to-Build Specs

[ 01 ]

Learning AIG's rules inside out

We sat with agents, claims handlers, and compliance staff to document every rule, exception, and approval step across all five insurance types.

[ 02 ]

Mapping every possible claim path

We drew out every route a claim could take, from a fender bender to a hospitalization, so the app would know exactly what to ask and when.

[ 03 ]

Making the interface adapt to the user

The forms and screens change based on what type of policy you have and what happened. A car accident shows different fields than a travel delay.

[ 04 ]

Specs the dev team could actually build from

We handed off detailed technical blueprints that developers could follow directly, covering every screen, state, and edge case.

[ RESULTS ]

What Changed After Launch

The digital platform went live and quickly became the primary way AIG customers file claims. Here is what that meant for the business.

Fewer calls, lower costs

Most claims moved from the call center to self-service. Fewer agents needed on the phone, faster processing for customers.

3 months from zero to done

We delivered the full research, design, and technical specification for a nationwide platform in just 3 months.

One app for five businesses

Instead of five separate tools, AIG got a single product that handles all their insurance types in one place.

First in Israel

AIG became the first Israeli insurer to offer a fully digital claims experience across all their product lines.

[ WHY GLOBALBIT ]

Why AIG Chose Us

AIG needed a team that understood insurance, not just design. They needed people who could translate complex business rules into clear product specifications, and do it fast.

[ 01 ]

We understand insurance

Our team knows how insurance products work at the regulatory level. We translated compliance rules and claim logic directly into product specs, not just pretty screens.

[ 02 ]