Claiming with Loop

Context

Loop, a B2B healthcare and insurance broker, specialises in providing group health insurance to employees and their families.

 

Claims form a huge part of Loop’s service sector, so much so that 40% all customer support tickets/escalations are for claims

The problem

Loop’s P90 TAT for claim settlement was 40 days! For a customer focused tech company, this number was extremely bad - which was leading to an increase in our churn rate!

“It’s been 20 days since I claimed, I still don’t have my money!

Every time I call - you ask me for new documents, can’t you tell me everything at once?”

~ Vipul, a loop customer

Research

In order to understand why claims would take time to get paid, we looked at 270 customer support tickets to understand the top reasons why -

 

  1. 90% claims had issues with documents for which insurers raised queries
  2. 40% cases were delays by the insurer

 

  1. Bank related document - 35%
  2. Indoor case papers - 21%
  3. Attestation not done on documents - 15%
  4. USG Lab reports - 15%

Top Insights

Upon analysing 270 customer support tickets we realised -

 

  1. 90% claims had issues with documents for which insurers raised queries. The top documents for which queries were raised were -

 

    1. Bank document - 35%
    2. Indoor case papers - 21%
    3. Attestation not done on documents - 15%
    4. USG Lab reports - 15%

 

  1. 40% cases were delays by the insurer

270 customer support tickets

User problems

Loop provided only a generic list of required documents for claims which led to problems around -

  1. Awareness - Users weren’t aware which documents to submit.

“I did not know I had to submit the ICP”

  1. Understanding - Users knew they had to submit a document but did not know what it meant

“I did not know what ICP means”

  1. Adherence - Users had the document, wanted to share but forgot

“I forgot sharing the cancelled cheque”

  1. Accuracy - Users did not know the correct way to submit a document

“I did not know I had to submit the cancelled cheque with my printed name on it”

ref : email sent to user asking for claim documents

The quick solve

Since this was a burning problem, we came up with a quick solve -

We created an interactive document checklist that includes:

 

  • Mandatory documents
  • Additional documents based on your treatment
  • Samples and guidelines for each document

From the hospital visit

Your Documents

Case Specific Documents (if applicable)

All the documents listed are mandatory

These documents are mandatory only if you fall under any case below

Missing any of your documents could lead to a deduction or denial of your claim

Document List

For any queries, call at 080-3783-6789

Click on the category to view the documents required

  1. Copy of PAN Card of Employee
  1. Cancelled Cheque of Employee with Printed Name

OR

Bank statement/ Photocopy of first page of passbook

  1. Copy of Aadhar Card (Both Patient and Employee)

OR

Birth Certificate (in case of a baby)

  1. Claims Form (Part A)

OR

Summary of Expenses (if mentioned in email)

  1. Prescriptions
  1. Lab Reports
  1. Paid Receipts matching Final Bill Amount
  1. Pharmacy Bills
  1. Hospital Bill with Breakups
  1. Indoor Case Papers (with Doctor’s Notes, TPR Chart & Nursing Sheet)
  1. Discharge Summary OR Daycare Summary OR Death Summary
  1. Claims Form (Part B)

    OR

. Summary of Expenses (if mentioned in email)

Death Case

Chemotherapy/Radiotherapy

Angioplasty

Angiography

Hernia

Abortion

Accident

Orthopaedic case

Cataract

Surgery

Maternity

Viral Infections/ Fever/ Malaria/ Dengue/ Typhoid etc

But, was it working?

No, because -

 

  1. Document requirements varied based on 7 factors (e.g., insurer, treatment, claim type), making it complex.
  2. The PDF guide was over 100+ pages and not tailored to the user's case—making navigation difficult.
  3. Tracking pending documents was difficult—users have to submit 14-16 documents (avg)

The solution

A personalised document checklist; that takes into account all the moving factors and gives a crisp checklist to the consumer.

Setting the key principles

To begin designing this experience, we started with setting some key principles before ideating -

  1. Easy to consume, is not overwhelming
  2. Easy tracking of what’s uploaded
  3. Easy to navigate

Concept testing

Upon ideating we came up with three different experiences that solve for the problem. In order to validate which solution works the best, we tested these three concepts with the users

CONCEPT A - The guided tour

Documents were grouped into categories to reduce overwhelm by showing only one group at a time and guiding users step by step.

 

What did users think of it?

  • Users liked the clean and minimal UI, but wanted to know upfront which documents are needed
    “It says 3 documents — but what are those 3 documents?”

 

  • Tracking documents with the counters was difficult
    “The tag says 1/2 have been uploaded, I wouldn’t know which one is done and what’s remaining.”

CONCEPT B - The checklist

This approach worked like a to-do list. All required documents were visible upfront within each category, and items got checked off automatically as users submitted them.

 

What did users think of it?

  • Liked seeing all documents upfront
    “I can see everything in one go. I don’t have to double click.”

 

  • Found tracking easier with checkmarks and progress bar
    “The bar gives me an overview, the ticks give me detail.”

CONCEPT C - Clear as you go

This design helped users stay focused by showing only what’s pending.As soon as a document was uploaded, it automatically moved out of the list.

 

What did users think of it?

  • Liked seeing all required documents upfront
    “I can see everything in one go. I don’t have to double click.”

 

  • Found tracking easier with both bar and checkmarks
    “Bar gives me an overview, the ticks give me detail.”

Concept testing insights

8/10 users preferred Concept C because:

  1. Provides an upfront list of all documents that need to be submitted
  2. Makes it easy to track what’s pending, and removes the other information out of their way

“When I go to the hospital to collect remaining documents,

I can just show them the list of what’s pending”

Challenge overcome: Stakeholders favored Concept A for its “clean” look and weren’t sold on Concept C. It took strong articulation and user testing to shift their view — once they saw real user quotes, their confidence grew. A hard-won battle! 🔥

The visual design

With Concept C locked in, I moved into visual design—translating the flow into high-fidelity screens. The goal was to make a dense, information-heavy interface feel light, approachable, and friendly.

Color

To make the experience feel calm and non-clinical, I introduced a warm beige tone as the background. This not only improved contrast for better readability but also reduced eye strain, especially on long forms. This color was later adopted across different features and products.

Surface colors

Surface/2

#F7F4EB

Surface/1

#FFFFFF

Surface/0

#F8F9FA

Surface/Fill Grey

#595959

Surface/Fill Emerald

#025F4C

Surface/Fill Green

#BCDD33

Surface/Fill Red

#FF8080

NEW

NEW

List Component

Given the number of documents users had to manage, the list component was designed to reduce cognitive load.

Documents were grouped under clear categories with contextual tags, making it easy to scan and act.

Tabs

The earlier tab design lacked visual clarity—users often missed which tab was active.

I redesigned it with stronger contrast, pill-shaped buttons, and clearer boundaries to improve visibility and clickability.

Before

After

Bottom sheets

To keep the main screen clean and focused, we added bottom sheets to show detailed help only when needed—reducing clutter without losing clarity.

Upload Documents

Title comes here..

Lorem ipsum dolor sit amet, consectetur adipiscing elit,

Button

CTA

Some other components added to the library

To improve clarity and feedback, I introduced a few key UI elements: a progress bar to give users a quick sense of how many documents were left, an inline image loader to show real-time upload status, and a larger font size (Semibold 26) for document titles to make important information easier to scan.

Progress bar

Image loader

Font Type

New font type

Semibold - 26

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore

A peek into final solution

Since this was a screen with a lot of info - it was important to make sure we communicate all the informtion to the user with as less noise as possible.

Why does it work?

We solved for confusion, friction, and delay by personalising the experience and making progress crystal clear.

 

  1. Personalised checklist - Only the documents relevant to the user’s specific case (insurer, treatment type, claim category) are shown.

 

  1. Upfront view of all requirements - Users can see everything they need to upload from the beginning—so they can plan better and avoid back-and-forth.

 

  1. Pending-only view - Documents disappear once uploaded, keeping the screen clean and helping users focus only on what’s left.

 

  1. Visual cues for instructions - Tags like “Hospital to provide copy” or “Filled by hospital” reduce ambiguity in the first go.

  2. Contextual bottom sheets – Upload instructions, sample documents, and important tips appear just when needed—keeping the interface clean while offering support without disruption.

Business impact

  1. 30% Increase in new sales (By Revenue)
  2.  Claims P90 TAT reduced by 20%
  3. Claims CSAT improved from 2.8 to 3.54/4.
  4. Time to process an in - app claim (By claims support agents) reduced by 40%

Customer testimonials

Customers loved and apprecoated the

What did not go well?

  1. Insurers were still raising “invalid queries”, we underestimated how much a product can genuinely help here to break industry standards
  2. Treatment specific cases were missed out. “My father operated on both eyes for cataract on different days, should I file one claim for this?”

Claiming with Loop

Context

Loop, a B2B healthcare and insurance broker, specialises in providing group health insurance to employees and their families.

 

Claims form a huge part of Loop’s service sector, so much so that 40% all customer support tickets/escalations are for claims

The problem

Loop’s P90 TAT for claim settlement was 40 days! For a customer focused tech company, this number was extremely bad - which was leading to an increase in our churn rate!

“It’s been 20 days since I claimed, I still don’t have my money!

Every time I call - you ask me for new documents, can’t you tell me everything at once?”

~ Vipul, a loop customer

Research

In order to understand why claims would take time to get paid, we looked at 270 customer support tickets to understand the top reasons why -

 

  1. 90% claims had issues with documents for which insurers raised queries
  2. 40% cases were delays by the insurer

 

  1. Bank related document - 35%
  2. Indoor case papers - 21%
  3. Attestation not done on documents - 15%
  4. USG Lab reports - 15%

Top Insights

Upon analysing 270 customer support tickets we realised -

 

  1. 90% claims had issues with documents for which insurers raised queries. The top documents for which queries were raised were -

 

    1. Bank document - 35%
    2. Indoor case papers - 21%
    3. Attestation not done on documents - 15%
    4. USG Lab reports - 15%

 

  1. 40% cases were delays by the insurer

Customer driven problems

In order to understand why claims would take time to get paid, we looked at 270 customer support tickets to understand the top reasons why -

 

  1. 90% claims had issues with documents for which insurers raised queries
  2. 40% cases were delays by the insurer

 

  1. Bank related document - 35%
  2. Indoor case papers - 21%
  3. Attestation not done on documents - 15%
  4. USG Lab reports - 15%

User problems

Loop provided only a generic list of required documents for claims which led to problems around -

  1. Awareness - Users weren’t aware which documents to submit.

“I did not know I had to submit the ICP”

  1. Understanding - Users knew they had to submit a document but did not know what it meant

“I did not know what ICP means”

  1. Adherence - Users had the document, wanted to share but forgot

“I forgot sharing the cancelled cheque”

  1. Accuracy - Users did not know the correct way to submit a document

“I did not know I had to submit the cancelled cheque with my printed name on it”

ref : email sent to user asking for claim documents

The quick solve

Since this was a burning problem, we came up with a quick solve -

We created an interactive document checklist that includes:

 

  • Mandatory documents
  • Additional documents based on your treatment
  • Samples and guidelines for each document

From the hospital visit

Your Documents

Case Specific Documents (if applicable)

All the documents listed are mandatory

These documents are mandatory only if you fall under any case below

Missing any of your documents could lead to a deduction or denial of your claim

Document List

For any queries, call at 080-3783-6789

Click on the category to view the documents required

  1. Copy of PAN Card of Employee
  1. Cancelled Cheque of Employee with Printed Name

OR

Bank statement/ Photocopy of first page of passbook

  1. Copy of Aadhar Card (Both Patient and Employee)

OR

Birth Certificate (in case of a baby)

  1. Claims Form (Part A)

OR

Summary of Expenses (if mentioned in email)

  1. Prescriptions
  1. Lab Reports
  1. Paid Receipts matching Final Bill Amount
  1. Pharmacy Bills
  1. Hospital Bill with Breakups
  1. Indoor Case Papers (with Doctor’s Notes, TPR Chart & Nursing Sheet)
  1. Discharge Summary OR Daycare Summary OR Death Summary
  1. Claims Form (Part B)

    OR

. Summary of Expenses (if mentioned in email)

Death Case

Chemotherapy/Radiotherapy

Angioplasty

Angiography

Hernia

Abortion

Accident

Orthopaedic case

Cataract

Surgery

Maternity

Viral Infections/ Fever/ Malaria/ Dengue/ Typhoid etc

But, was it working?

No, because -

 

  1. Document requirements varied based on 7 factors (e.g., insurer, treatment, claim type), making it complex.
  2. The PDF guide was over 100+ pages and not tailored to the user's case—making navigation difficult.
  3. Tracking pending documents was difficult—users have to submit 14-16 documents (avg)

The solution

A personalised document checklist; that takes into account all the moving factors and gives a crisp checklist to the consumer.

Setting the key principles

To begin designing this experience, we started with setting some key principles before ideating -

  1. Easy to consume, is not overwhelming
  2. Easy tracking of what’s uploaded
  3. Easy to navigate

Concept testing

Upon ideating we came up with three different experiences that solve for the problem. In order to validate which solution works the best, we tested these three concepts with the users

CONCEPT A - The guided tour

Documents were grouped into categories to reduce overwhelm by showing only one group at a time and guiding users step by step.

 

What did users think of it?

  • Users liked the clean and minimal UI, but wanted to know upfront which documents are needed
    “It says 3 documents — but what are those 3 documents?”

 

  • Tracking documents with the counters was difficult
    “The tag says 1/2 have been uploaded, I wouldn’t know which one is done and what’s remaining.”

CONCEPT B - The checklist

This approach worked like a to-do list. All required documents were visible upfront within each category, and items got checked off automatically as users submitted them.

 

What did users think of it?

  • Liked seeing all documents upfront
    “I can see everything in one go. I don’t have to double click.”

 

  • Found tracking easier with checkmarks and progress bar
    “The bar gives me an overview, the ticks give me detail.”

CONCEPT C - Clear as you go

This design helped users stay focused by showing only what’s pending.As soon as a document was uploaded, it automatically moved out of the list.

 

What did users think of it?

  • Liked seeing all required documents upfront
    “I can see everything in one go. I don’t have to double click.”

 

  • Found tracking easier with both bar and checkmarks
    “Bar gives me an overview, the ticks give me detail.”

Concept testing insights

8/10 users preferred Concept C because:

  1. Provides an upfront list of all documents that need to be submitted
  2. Makes it easy to track what’s pending, and removes the other information out of their way

“When I go to the hospital to collect remaining documents, I can just show them the list of what’s pending”

Challenge overcome: Stakeholders favored Concept A for its “clean” look and weren’t sold on Concept C. It took strong articulation and user testing to shift their view — once they saw real user quotes, their confidence grew. A hard-won battle! 🔥

The visual design

With Concept C locked in, I moved into visual design—translating the flow into high-fidelity screens. The goal was to make a dense, information-heavy interface feel light, approachable, and friendly.

Color

To make the experience feel calm and non-clinical, I introduced a warm beige tone as the background. This not only improved contrast for better readability but also reduced eye strain, especially on long forms. This color was later adopted across different features and products.

Surface colors

Surface/2

#F7F4EB

Surface/1

#FFFFFF

Surface/0

#F8F9FA

Surface/Fill Grey

#595959

Surface/Fill Emerald

#025F4C

Surface/Fill Green

#BCDD33

Surface/Fill Red

#FF8080

NEW

NEW

List Component

Given the number of documents users had to manage, the list component was designed to reduce cognitive load.

Documents were grouped under clear categories with contextual tags, making it easy to scan and act.

Tabs

The earlier tab design lacked visual clarity—users often missed which tab was active.

I redesigned it with stronger contrast, pill-shaped buttons, and clearer boundaries to improve visibility and clickability.

After

Before

Bottom sheets

To keep the main screen clean and focused, we added bottom sheets to show detailed help only when needed—reducing clutter without losing clarity.

No Documents

Upload Lab Reports

Title comes here..

Lorem ipsum dolor sit amet, consectetur

Lorem ipsum dolor sit amet, consectetur

CTA

Upload Documents

Title comes here..

Lorem ipsum dolor sit amet, consectetur adipiscing elit,

Button

CTA

Some other components added to the library

To improve clarity and feedback, I introduced a few key UI elements: a progress bar to give users a quick sense of how many documents were left, an inline image loader to show real-time upload status, and a larger font size (Semibold 26) for document titles to make important information easier to scan.

12:30

Raise a Claim

Get help

New font type

Semibold - 26

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore

Tertiary Button

Upload Documents

Max 5MB per file.PNG, JPG, JPEG, PDF formats

Font Type

Save Documents

Progress bar

Image loader

A peek into final solution

Since this was a screen with a lot of info - it was important to make sure we communicate all the informtion to the user with as less noise as possible.

Why does it work?

We solved for confusion, friction, and delay by personalising the experience and making progress crystal clear.

 

  1. Personalised checklist - Only the documents relevant to the user’s specific case (insurer, treatment type, claim category) are shown.

 

  1. Upfront view of all requirements - Users can see everything they need to upload from the beginning—so they can plan better and avoid back-and-forth.

 

  1. Pending-only view - Documents disappear once uploaded, keeping the screen clean and helping users focus only on what’s left.

 

  1. Visual cues for instructions - Tags like “Hospital to provide copy” or “Filled by hospital” reduce ambiguity in the first go.

  2. Contextual bottom sheets – Upload instructions, sample documents, and important tips appear just when needed—keeping the interface clean while offering support without disruption.

Business impact

  1. 30% Increase in new sales (By Revenue)
  2.  Claims P90 TAT reduced by 20%
  3. Claims CSAT improved from 2.8 to 3.54/4.
  4. Time to process an in - app claim (By claims support agents) reduced by 40%

Customer testimonials

Customers loved and apprecoated the

What did not go well?

  1. Insurers were still raising “invalid queries”, we underestimated how much a product can genuinely help here to break industry standards
  2. Treatment specific cases were missed out. “My father operated on both eyes for cataract on different days, should I file one claim for this?”

Claiming with Loop

Context

Loop, a B2B healthcare and insurance broker, specialises in providing group health insurance to employees and their families.

 

Claims form a huge part of Loop’s service sector, so much so that 40% all customer support tickets/escalations are for claims

The problem

Loop’s P90 TAT for claim settlement was 40 days! For a customer focused tech company, this number was extremely bad - which was leading to an increase in our churn rate!

“It’s been 20 days since I claimed, I still don’t have my money!

Every time I call - you ask me for new documents, can’t you tell me everything at once?”

~ Vipul, a loop customer

Research

Earlier, the whole claim process used to happen through customer support - on calls and emails.

In order to understand why claims would take time to get paid we looked at 270 customer support tickets to understand the top reasons why.

 

Top Insights

Upon analysing 270 customer support tickets we realised -

 

  1. 90% claims had issues with documents for which insurers raised queries. The top documents for which queries were raised were -

 

    1. Bank document - 35%
    2. Indoor case papers - 21%
    3. Attestation not done on documents - 15%
    4. USG Lab reports - 15%

 

  1. 40% cases were delays by the insurer

User problems

Loop provided only a generic list of required documents for claims which led to problems around -

  1. Awareness - Users weren’t aware which documents to submit.

“I did not know I had to submit the ICP”

  1. Understanding - Users knew they had to submit a document but did not know what it meant

“I did not know what ICP means”

  1. Adherence - Users had the document, wanted to share but forgot

“I forgot sharing the cancelled cheque”

  1. Accuracy - Users did not know the correct way to submit a document

“I did not know I had to submit the cancelled cheque with my printed name on it”

ref : email sent to user asking for claim documents

The quick solve

Since this was a burning problem, we came up with a quick solve -

We created an interactive document checklist that includes:

 

  • Mandatory documents
  • Additional documents based on your treatment
  • Samples and guidelines for each document

From the hospital visit

Your Documents

Case Specific Documents (if applicable)

All the documents listed are mandatory

These documents are mandatory only if you fall under any case below

Missing any of your documents could lead to a deduction or denial of your claim

Document List

For any queries, call at 080-3783-6789

Click on the category to view the documents required

  1. Copy of PAN Card of Employee
  1. Cancelled Cheque of Employee with Printed Name

OR

Bank statement/ Photocopy of first page of passbook

  1. Copy of Aadhar Card (Both Patient and Employee)

OR

Birth Certificate (in case of a baby)

  1. Claims Form (Part A)

OR

Summary of Expenses (if mentioned in email)

  1. Prescriptions
  1. Lab Reports
  1. Paid Receipts matching Final Bill Amount
  1. Pharmacy Bills
  1. Hospital Bill with Breakups
  1. Indoor Case Papers (with Doctor’s Notes, TPR Chart & Nursing Sheet)
  1. Discharge Summary OR Daycare Summary OR Death Summary
  1. Claims Form (Part B)

    OR

. Summary of Expenses (if mentioned in email)

Death Case

Chemotherapy/Radiotherapy

Angioplasty

Angiography

Hernia

Abortion

Accident

Orthopaedic case

Cataract

Surgery

Maternity

Viral Infections/ Fever/ Malaria/ Dengue/ Typhoid etc

But, was it working?

No, because -

 

  1. Document requirements varied based on 7 factors (e.g., insurer, treatment, claim type), making it complex.
  2. The PDF guide was over 100+ pages and not tailored to the user's case—making navigation difficult.
  3. Tracking pending documents was difficult—users have to submit 14-16 documents (avg)

The solution

A personalised document checklist; that takes into account all the moving factors and gives a crisp checklist to the consumer.

Setting the key principles

To begin designing this experience, we started with setting some key principles before ideating -

  1. Easy to consume, is not overwhelming
  2. Easy tracking of what’s uploaded
  3. Easy to navigate

Concept testing

Upon ideating we came up with three different experiences that solve for the problem. In order to validate which solution works the best, we tested these three concepts with the users

CONCEPT A - The guided tour

Documents were grouped into categories to reduce overwhelm by showing only one group at a time and guiding users step by step.

 

What did users think of it?

  • Users liked the clean and minimal UI, but wanted to know upfront which documents are needed
    “It says 3 documents — but what are those 3 documents?”

 

  • Tracking documents with the counters was difficult
    “The tag says 1/2 have been uploaded, I wouldn’t know which one is done and what’s remaining.”

CONCEPT B - The checklist

This approach worked like a to-do list. All required documents were visible upfront within each category, and items got checked off automatically as users submitted them.

 

What did users think of it?

  • Liked seeing all documents upfront
    “I can see everything in one go. I don’t have to double click.

 

  • Found tracking easier with checkmarks and progress bar.
    “The bar gives me an overview, the ticks give me detail.”

 

CONCEPT C - Clear as you go

This design helped users stay focused by showing only what’s pending.As soon as a document was uploaded, it automatically moved out of the list.

 

What did users think of it?

  • Liked seeing all required documents upfront
    “I can see everything in one go. I don’t have to double click.”

 

  • Found tracking easier with both bar and checkmarks
    “Bar gives me an overview, the ticks give me detail.”

Concept testing insights

8/10 users preferred Concept C because:

  1. Provides an upfront list of all documents that need to be submitted
  2. Makes it easy to track what’s pending, and removes the other information out of their way

“When I go to the hospital to collect remaining documents, I can just show them the list of what’s pending”

Challenge overcome: Stakeholders favored Concept A for its “clean” look and weren’t sold on Concept C. It took strong articulation and user testing to shift their view — once they saw real user quotes, their confidence grew. A hard-won battle! 🔥

The visual design

With Concept C locked in, I moved into visual design—translating the flow into high-fidelity screens. The goal was to make a dense, information-heavy interface feel light, approachable, and friendly.

Color

To make the experience feel calm and non-clinical, I introduced a warm beige tone as the background. This not only improved contrast for better readability but also reduced eye strain, especially on long forms. This color was later adopted across different features and products.

Surface colors

Surface/2

#F7F4EB

Surface/1

#FFFFFF

Surface/0

#F8F9FA

Surface/Fill Grey

#595959

Surface/Fill Emerald

#025F4C

Surface/Fill Green

#BCDD33

Surface/Fill Red

#FF8080

NEW

NEW

List Component

Given the number of documents users had to manage, the list component was designed to reduce cognitive load.

Documents were grouped under clear categories with contextual tags, making it easy to scan and act.

Tabs

The earlier tab design lacked visual clarity—users often missed which tab was active.

I redesigned it with stronger contrast, pill-shaped buttons, and clearer boundaries to improve visibility and click ability.

After

Before

Bottom sheets

To keep the main screen clean and focused, we added bottom sheets to show detailed help only when needed—reducing clutter without losing clarity.

No Documents

Upload Lab Reports

Title comes here..

Lorem ipsum dolor sit amet, consectetur

Lorem ipsum dolor sit amet, consectetur

CTA

Upload Documents

Title comes here..

Lorem ipsum dolor sit amet, consectetur adipiscing elit,

Button

CTA

Some other components added to the library

To improve clarity and feedback, I introduced a few key UI elements: a progress bar to give users a quick sense of how many documents were left, an inline image loader to show real-time upload status, and a larger font size (Semibold 26) for document titles to make important information easier to scan.

12:30

Raise a Claim

Get help

New font type

Semibold - 26

Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore

Tertiary Button

Upload Documents

Max 5MB per file.PNG, JPG, JPEG, PDF formats

Font Type

Save Documents

Progress bar

Image loader

A peek into final solution

A closer look at how the redesigned claims flow comes together

Why does it work?

We solved for confusion, friction, and delay by personalising the experience and making progress crystal clear.

 

  1. Personalised checklist - Only the documents relevant to the user’s specific case (insurer, treatment type, claim category) are shown.

 

  1. Upfront view of all requirements - Users can see everything they need to upload from the beginning—so they can plan better and avoid back-and-forth.

 

  1. Pending-only view - Documents disappear once uploaded, keeping the screen clean and helping users focus only on what’s left.

 

  1. Visual cues for instructions - Tags like “Hospital to provide copy” or “Filled by hospital” reduce ambiguity in the first go.

  2. Contextual bottom sheets – Upload instructions, sample documents, and important tips appear just when needed—keeping the interface clean while offering support without disruption.

Business impact

  1. 30% Increase in new sales (By Revenue)
  2.  Claims P90 TAT reduced by 20%
  3. Claims CSAT improved from 2.8 to 3.54/4.
  4. Time to process an in - app claim (By claims support agents) reduced by 40%

Customer testimonials

Customers appreciated how easy and clear the new claims experience felt - below are a few examples

What did not go well?

  1. Insurers were still raising “invalid queries”, we underestimated how much a product can genuinely help here to break industry standards
  2. Treatment specific cases were missed out. “My father operated on both eyes for cataract on different days, should I file one claim for this?”