Redesign the moment when insurance has to prove its worth

The challenge:
When a client suffers a claim, they are not in the best moment to navigate a complex process. And yet, that's exactly when insurance requires you to do it: fill out forms, provide documentation, track the status of a claim through channels that don't always work.

A leading insurer in Spain with operations in several European countries commissioned us to rethink its claims service from start to finish. It was not an interface design project — it was a general management project, with all areas of the company involved: mediators, repair shops, call center, technology, operations.

The approach:
We start with the investigation. In-depth interviews with mediators, with workshop and repair center managers, with call center agents and with clients who had recently been through an accident. We wanted to understand the service from all angles — not just the end user.

With these learnings, we organized ideation sessions with the insurer's internal teams. Not no-obligation brainstorming workshops — real work sessions to prioritize problems, define solutions, and agree on what was actionable within the boundaries of the business.

The result of this process was the redefinition of the entire claims flow: from the client's first contact to the closing of the file, with an experience design that simplifies what the user has to do, makes the status of the process visible at all times and reduces follow-up calls to the call center.

The result:
A redesigned claims service, validated with real users and approved by all areas of the company. Ready to implement, with a phased development roadmap that prioritized the moments of greatest impact on the customer experience.

The project also changed how the organization talks about design internally: from an interface activity to a service improvement tool with measurable business impact.

Applied services: User research · Service design · Co-creation workshops · Prototyping and validation
Sector: Insurance