Claim Settlement Automation (RPA Integration)
Re-engineering the B2C claim experience to reduce settlement times from days to seconds.
Domain
InsurTech / B2C Experience
Role
Senior Product Designer
Timeline
3 Weeks Design / 4 Months Launch
Teams
Claims Ops, CX, RPA Engineering
The problem & business intent
The challenge
The legacy claim journey was opaque after submission: processing times felt unpredictable, rejected documents surfaced too late, and customers turned to support simply to ask for a status update.
The goal
Use Robotic Process Automation to turn routine claims review into a transparent, real-time experience with clear feedback, live progress, and immediate document validation.
Business intent
Reduced standard claim processing from days to seconds, lowered status-check support demand, reduced manual review overhead, and rebuilt trust through clear, continuous claim communication.
Key solutions & UI highlights
01. Real-Time Automated Tracking
Replaced post-submission uncertainty with a live tracker that explains exactly where a claim sits in the RPA workflow. Customers can see key milestones such as document verification, review, approval, and payout in real time.
02. Instant Document Validation
Designed an intelligent upload experience that flags missing, unreadable, or invalid documents before submission. Immediate feedback helps customers recover quickly and keeps incomplete claims out of manual review.
03. Clear Settlement Status
Introduced plain-language status badges and instant approval states so customers understand the outcome at a glance. The settlement experience feels calm, transparent, and decisive rather than procedural.