Assurant Mobile Phone and Gadget Insurance

An end-to-end online claims journey for mobile phone insurance

Assurant provides mobile phone and gadget insurance for banks such as Barclays, Lloyds banking group, Virgin Money, Nationwide and many more... My task as lead UX on the new digital team was to optimise current journeys and create the new end-to-end claims journey. From making a claim all the way through acceptance and the fulfilment process allowing users to organise their preferred method for a replacement or repaired device.

I was hired to contribute to the continuous optimisation stream by working with analytics and the product owner, usability testing and iteratively making improvements to the existing product. My main focus as lead UX on the newly formed agile digital team was to help bring 'Dynamic Claims Fulfilment' (DCF) to the core product that could then be rolled out to all of the banking customers.

Assurant's 'Make a Claim' journey allowed the user to register a device and go through various stages including the main claim questions page, which formed the basis on whether the claim would be accepted or not. After the user reached the claim assessment stage the online journey was complete and the rest of the claim was handled offline via email and on the phones with the call centre. DCF would reduce costs by reducing traffic to the call centre and help their customers to self serve and complete claims entirely online.