Case Study

Insurance claims processing portal

This case study presents an end-to-end redesign of a traditional
insurance claims processing portal, aimed at solving critical usability
issues faced by policyholders. The project focuses on improving the
submission process, document uploads, and status tracking through a
clean, intuitive, and accessible user interface.

Prototype Links
Web Application Mobile Application
Overview

This project focuses on redesigning an insurance claims processing portal that users find complex and unintuitive. The goal is to enhance the user experience

by identifying key usability issues, analyzing competitors, and delivering a streamlined, visually accessible, and efficient claims journey. Through UX research,

user flow refinement, wireframes, and high-fidelity UI design, the solution aims to improve claim submission, document upload, and real-time claim tracking.

Problem Solution

Evaluate the candidate’s ability to analyze a problem, conduct research, The new design ensures clarity, accessibility (WCAG-compliant), and ease

and design a user-friendly, visually appealing, and accessible solution. of use for all users, including first-time claimants and non-tech-savvy users.

Project Goal

To transform a fragmented and difficult insurance claims process into a seamless, user-friendly, and accessible digital journey enabling users to submit

claims confidently, upload required documents effortlessly, and track their claim status transparently from start to finish.
Research & Analysis
Heuristic Evaluation, Surveys, and Interviews

FINDING 1 FINDING 2 FINDING 3

Complex claim submission flow Lack of claim status visibility Difficult document upload

Users must fill in too many fields at once Users don’t know where they are in Confusing file format rules, no progress indicators,

without guidance or autosave. the process; no clear status updates. and upload failures without feedback.

Heuristic Evaluation User Interviews

evaluate the existing insurance portal We can ask during feedback sessions post-claim

against Nielsen’s 10 Usability Heuristics

Method On the live portal we can record the Method Ask some curated questions like


live flow and upload into an user metric
 “Walk me through your last experience filing a claim.”

web product like Hotjar to find the “Where did you feel confused or unsure?”

issues “Did you ever get stuck during the process? What did
you do?” and more
Competitor Analysis
HDFC ERGO, TATA AIG Overview

History and background

HDFC ERGO
Establishment: HDFC Ltd. (India) and ERGO International AG (Germany)
formed the joint venture HDFC ERGO General Insurance Company Limited
in 2002. Initially, HDFC held a majority stake (51%) and ERGO International
AG held 49%. Following the amalgamation of HDFC with HDFC Bank,
HDFC ERGO is now a subsidiary of HDFC Bank.

Products and services

HDFC ERGO provides a diverse range of general insurance products for
both individual and corporate clients. This includes motor, health,
travel, home, and personal accident insurance for retail customers, as
well as property, marine, and liability insurance for businesses. They
also offer rural insurance products like crop and cattle insurance.

Pros (Strengths) Cons (Weaknesses) Screens Analyzed

Step-by-step guided claim flo Basic UI Components | Outdate Claim Registratio
Smart prefilled policy inf Multiple redirects between step Document Uploa
OTP-based quick login No document upload sectio Claim Status
No visual claim progress tracker
Competitor Analysis
HDFC ERGO, TATA AIG Overview

History and background

Tata AIG
Tata AIG is a joint venture between the Indian conglomerate

Tata Group and the American International Group (AIG), a

global insurance organization. Tata Group holds a 74% stake,

with AIG holding the remaining 26%.

Products and services

Tata AIG offers a diverse range of general insurance products for both

individuals and businesses. These include health insurance, motor

insurance, travel insurance, home insurance, rural and agriculture

insurance, and various specialized products for commercial clients like

liability and marine cargo insurance.

Pros (Strengths) Cons (Weaknesses) Screens Analyzed

Minimalist, app-like web interfac UI Effects are not organised wel Dashboar
Quick claim initiation via WhatsApp & mobile ap Upload only supports certain file type Upload Pag
Quick traking claim information Status tracking not detailed (no timeline) Status Lookup
K ey earnings
L

Features Observed Insights / Implications

Step-based forms Helps reduce cognitive load for users. Break your own claim form into smaller steps.

Alternative channels Users appreciate convenience. Consider offering multi-channel claim submission or reminders.

Real time status tracking Most portals don’t provide detailed visual feedback (timelines, steps left). Big UX opportunity to stand out.

Seamless Docx Upload F ile type clarity, error messaging, and upload feedback are weak areas—optimi e this for accessibility and trust.
z

Other esign Features

D

Guided Embedded Video Player Ad Placement Space

Modal-style pop-up with video player embedded (YouTube/Vimeo Clearly labeled as “Sponsored” or “Recommended for You
1–2 minute walkthrough: “How to choose claim method”, “What Ads are contextual—based on user’s policy type or claim history
documents to upload”, etc. (e.g., accident cover upsell if user is claiming vehicle damage)
Login Screen A welcoming, secure entry point
 Overview of active policies and recent claim Visual icons help users recognize categories (health, auto, etc.

Dashboard Clear CTA to “Start New Claim Progress bars for ongoing claim

Smart insights and status indicators for ongoing requests One-click reinitiate for previously incomplete claims
 Guided entry with contextual hel
Claim Process Auto-filled policy and user details where possibl
Smart input validation ensures form correctness in real-time
 Dynamic fields based on claim type (e.g., hospitalization vs. vehicle

Claim Details Helpful examples and tooltip

Progress bar gives users a sense of control
 Drag & drop interface with format support indicator
Document Upload Upload preview and status (e.g. success, retry
Accessibility: keyboard navigable, screen-reader labels
 Reduces confusion, as many users don't know the differenc
Claim Method Helps the system guide next steps (Cashless, Reimbursement and Cash System
Critical for trust, so that users feel more in control of their claim journey
 Summary of all entered detail
Review & Submit Editable inline section
Confirmation modal with estimated processing time
 Visual timeline showing every claim stage (Filed, Processing, Approved
Claim Status Tracker Timestamped events with expected timeline
Integrated support button for quick help
 Past claims with statuses, outcomes, and timestamp

Past Claims History Realtime updates from company to use

Contact agents for further compliance/guidance

Splash & Onboarding
Frictionless onboarding using multi-auth methods and
progressive disclosure to cater to new and returning users
alike.

Minimalist Welcome: Clean brand-focused splash with a

CTA (“Let’s get started”) to reduce decision fatigue
Multiple Login Options: Offers OTP login and social
logins (Google, Apple, Facebook) improving accessibility
and user convenience
Progressive Onboarding: New users directed to account
creation seamlessly.

Mobile App
Home Page Overview

The modular policy card design enhances glanceability, while

smart CTA placements support product expansion goals.

Visual Policy Cards: Uses icons, policy names, and color

codes to quickly communicate coverage type

‘Link Policy’ CTA: Contextual marketing placement

encourages upselling without being intrusive

Horizontal Scroll for Categories: Compact yet

informative way to explore different policies (Vehicle,

Life, Health, etc.).

Mobile App
Claim Submission
The guided, wizard-style claim flow reduces cognitive load and
prevents form abandonment by focusing on one task at a time

Linear, Guided Process: Each form is broken down into

manageable steps with smart field grouping
Auto-detect & Auto-fill: Placeholder hints and date
selectors speed up data entry
Claim Type Selection: Clear, actionable copy for
choosing reimbursement/cash claim.

Mobile App
Step-by-Step Flow
The guided, wizard-style claim flow reduces cognitive load and prevents
form abandonment by focusing on one task at a time
Claim Tracking
Users are kept in the loop with visual timelines and status transparency,
reducing uncertainty and improving post-submission experience.

Claim Timeline Visualization: Shows claim movement through

phases like ‘Initial Review’ and ‘Evidence Gathering’
Contact CTA: Persistent bottom CTA (“Refund/Contact
Gallagher”) offers user support without backtracking.

Mobile App
 Thank you
This end-to-end conceptual design transforms the claims experience from frustrating to fluid bridging empathy,
clarity, and accessibility into every screen.

This case study and design were crafted with care.

Designer for Both Desktop and Mobile

Designer | Prem Krishnan | UI/UX Designer