The claim is the moment an insurance company proves its promise. Customers file claims after an accident, an illness, a theft, or a disaster — often stressed, sometimes injured, usually unfamiliar with the process. A confusing form, a request for documents they do not have, or weeks of silence turns a loyal customer into a lost one, no matter how good the policy was.
Claims platforms also serve people behind the scenes. Adjusters, surveyors, garages, hospitals, and third-party administrators all handle parts of the process, often in different systems. Every handoff is a chance for delay. Insurance claims UX design has to make the customer journey simple — first notice of loss, document upload, status tracking, settlement — while giving internal teams clear, fast tools to assess and resolve claims.
Regulation, fraud checks, and complex policy rules sit underneath. The best insurance claims UX agencies combine empathetic, plain-language design for customers in stressful moments with workflow design for operations teams, and they understand regulated financial services.
Muthoot Finance customers previously had to use three separate portals for loans, cards, and insurance. For ONE Muthoot, NetBramha consolidated all three into one unified app, eliminating multiple logins and creating intuitive flows that made complex financial products easier to manage and more transparent. For Karnataka Bank, the team restructured mobile banking so balances, investments, insurance, and other products sit in one clear experience.
For HDFC Bank, whose app serves more than 60 million customers, NetBramha reduced steps for key actions, structured journeys to resolve more goals without friction, and reduced support queries — the same principles that make claims journeys faster and less stressful.
Customers juggle too many portals — ONE Muthoot unified loans, cards, and insurance.
Support calls are too high — HDFC's redesign reduced support queries.
Scale and regulation both matter — HDFC serves 60 million+ customers in a regulated environment.
Claims-specific workflows — NetBramha's published work covers insurance within broader financial apps; confirm experience with FNOL, adjuster tools, and settlement flows.
Core insurance systems — confirm experience with your policy administration and claims platforms.
Fjord, part of Accenture Song, brings service design to large insurers and connects it to Accenture's technology and operations delivery.
The whole claims service needs redesign — service design is their heritage.
Core systems are changing — Accenture supports delivery.
Rollout is global — they work at enterprise scale.
Senior attention — confirm staffing model.
Budget — large consultancy rates apply.
Deloitte Digital places design inside Deloitte's financial services practice, useful when claims redesign depends on process, fraud, and regulatory change.
Operations must change — they connect design to operating models.
Compliance is heavy — they work with risk and regulation.
Programmes are large — they staff at scale.
Design depth — confirm the design team's role.
Cost — large consultancy rates apply.
Designit combines strategic design with Wipro engineering, useful for insurers replacing legacy claims tools.
Legacy systems are being replaced — they handle enterprise delivery.
Build capacity is needed — Wipro's capacity supports implementation.
Markets are multiple — their studios span regions.
Boutique attention — confirm team composition.
Insurance examples — ask for directly relevant work.
IDEO researches how people experience stressful, high-stakes moments, useful for insurers rethinking what a claim should feel like.
The experience needs a new model — they explore concepts broadly.
Customer emotion matters — they research real behaviour.
Leadership needs a vision — their prototypes make ideas tangible.
Production execution — confirm who builds the platform.
Speed — their research takes time.
Huge combines design with data and experimentation, useful for digital insurers improving self-service claims at scale.
Self-service is the goal — they optimise digital journeys.
Traffic supports testing — they pair design with experimentation.
Brand matters — they design consumer experiences.
Internal claims tools — confirm experience with adjuster workflows.
Small scope — their model suits larger programmes.
Do they design for stressful moments? Ask how they write and design for customers who are anxious, injured, or grieving.
Can they simplify first notice of loss? Ask how they reduce the information and documents customers must provide up front.
Do they design status and communication? Silence drives complaints. Ask how they keep customers informed at every step.
Do they design for internal teams too? Ask how they improve adjuster, surveyor, and partner workflows.
Do they understand regulation and fraud? Ask how they balance fraud checks and compliance with a smooth experience.
How much does insurance claims UX design cost?
A focused redesign of the customer claim journey typically runs $50,000–$150,000. A full claims platform including internal tools typically runs $200,000–$600,000.
Should I use an insurance specialist or a financial services product agency?
An insurance specialist knows claims operations and core systems. A financial services product agency brings strong customer journey design in regulated environments. The best fit has both.
How long does a claims UX project take?
Customer journey redesigns take 12–20 weeks. Full platforms take 6–12 months, often phased by product line.
UX practice and digital product expectations differ by region — what signals quality and trust to a buyer in the US or UK is different from Dubai or Singapore. An agency with direct market experience brings depth that cross-industry portfolios cannot substitute.
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