When the COVID-19 pandemic disrupted businesses worldwide, many companies struggled to understand their business interruption insurance claims. The process was complicated, deadlines were tight, and customers often dropped out due to confusion with insurance and legal jargon.

At Scale2Grow, we partnered with businesses to redesign this journey. Using our knowledge and expertise in operational efficiency, workflow automation, and customer journey design, we created a process that turned frustration into results.

Fig.1 Process overview for prospective claimants

The Customer Journey

This needed to be at the centre of the process. With potentially multiple parties involved in identifying, validating, evidence collection, claim submission and potentially litigation, there was no clear customer journey that could be explained to prospective claimants.

Simplyfying this journey, minimising handoffs/handovers and creating a visual representation that was easy to understand (Fig.1) were crucial to redesigning the process. From a prospect being faced with understanding multiple

Having identified potential claimants through social media; outbound calling and email campaigns the next challenge was navigation of the numerous documents and contacts requiring signature. Again, a focus on the user experience and plain language description was key. An example of the first document in the 'signing pack' is at Fig.2

Fig.2 Signing Pack Supporting Documentation

Finally, to remove as much friction as possible iinked, an electronic signature solution, was used to enable claimants to review and sign all the necessary documents in a single signing pack.

Why This Matters

This case study highlights how operational expertise, integrated workflow, and customer experience design can transform not just insurance claims, but any business process. If your organisation struggles with complexity, inefficiency, or low customer engagement, the Scale2Grow approach can help.