Redefining the

travel insurance claims process using genAI

Overview

Travel insurance claims filing in the U.S. is often a complex, time-consuming process involving extensive paperwork, documentation, and bureaucratic hurdles. Travelers frequently face challenges in navigating these processes, leading to delays, claim denials, and overall dissatisfaction. There is a need for an efficient, streamlined solution that simplifies the claims filing experience, reduces errors, and accelerates processing times.

Role

Lead UX Designer

Team

3 designers

Project Duration

1 week

Sector

Insurance

Starting with a quick market study

What Matters to Our Users

Simplicity and Clarity

Travelers need insurance processes that are easy to understand, desiring intuitive interfaces and clear communication that eliminate complex jargon.

Speed and Efficiency

Customers demand rapid claim processing and quick resolutions, expecting fast updates and efficient handling to minimize disruptions.

Transparency

Users seek tailored solutions and transparent processes, valuing personalized advice and clear explanations to build trust and satisfaction.

Some of our biggest opportunities

GenAI for claims

GenAI automates claims processing, personalizes interactions, and delivers real-time updates for a seamless user experience.

Reduce Costs

By automating routine tasks for the claims team, GenAI reduces operational costs, allowing for more strategic resource allocation, enabling the team to focus on more complex tasks.

Data-Driven Insights

GenAI analyzes data to reveal customer behaviors and preferences, guiding product innovation and strategic decisions.

Building personas and journey maps

I have very little time and a whole lot of work I'm juggling. I need a seamless experience so I can act quickly.

Meet Sarah

Small business owner - New customer

Sarah is a passionate travel blogger who frequently travels internationally to capture unique experiences and share them with her growing online audience.

Sarah is tech-savvy and reliant on mobile apps for travel planning and management. Comfortable using various digital tools for communication, content creation, and management.

As a busy entrepreneur she's looking for something quick and seamless. Some of Sarah's top priorities include:

  • To have comprehensive and reliable travel insurance coverage that supports her adventurous lifestyle.

  • To manage insurance policies and claims effortlessly while on the go.

  • To ensure peace of mind during her travels, with quick access to support if needed.

I have very little time and a whole lot of work I'm juggling. I need a seamless experience so I can act quickly.

“

Let's follow Sarah on a journey as she goes on vacation and breaks a leg

Looking at it from an enterprise's POV

Meet Clay

Claims Adjudicator

Clay has been working in the insurance industry for over 15 years, specializing in travel insurance claims. 

With a background in finance and risk assessment, Clay takes pride in resolving claims efficiently while maintaining fairness and attention to detail.

  • To process claims accurately and efficiently, ensuring customer satisfaction.

  • To maintain transparent communication with claimants throughout the claims process.

  • To leverage technology to streamline workflows and reduce processing times.

My job is to make sure every claim is evaluated fairly and accurately, paving the way for a smoother journey for our customers 

My job is to make sure every claim is evaluated fairly and accurately, paving the way for a smoother journey for our customers 

“

What could the journey look like with genAI?

Document Upload

Users upload necessary documents, which are digitally scanned for instant processing.

NLP

OCR Technology

Immediate Capture

Document Library

Submission

Claims are submitted with ongoing checks for accuracy and completeness.

Real-Time Validation

Consistency Checks

Error Notification

Instant Submission

Claim Identification

The system automatically classifies the claim type based on analyzed data.

AI Analysis

Auto-Classification

Policy Cross-Reference

Claim Categorization

Proactive Status

Users receive automatic notifications about claim progress and next steps.

Push Notifications

Real-Time Updates

User Alerts

Milestone Tracking

In lesser words, the user uploads documents, the app figures out what claim they're trying to file based on the documents, let's the user review and gives them updates.

In lesser words, the user uploads documents, the app figures out what claim they're trying to file based on the documents, let's the user review and gives them updates.

In lesser words, the user uploads documents, the app figures out what claim they're trying to file based on the documents, let's the user review and gives them updates.

Key Features

Form Auto-Fill

GenAI completes forms with extracted data, highlighting missing details for user review.

Simplified Resolution Explainers

Provides clear, AI-generated explanations of claim outcomes and next steps.

Continuous Validation with Alerts

Real-time GenAI checks ensure data integrity and alert users to inconsistencies.

AI Claim Profiling

Auto-categorizes claims by cross- referencing extracted data with policy details.

Smart Document Intake

A GenAI-driven OCR and NLP for accurate data extraction and claim type identification.

Interactive AI Q&A:

Adaptive AI chatbot guides users with tailored questions to fill information gaps.

Essentially, a mix of optical character recognition (OCR), LLMs, and ML-driven claim profiling makes the experience feel like magic.

Essentially, a mix of optical character recognition (OCR), LLMs, and ML-driven claim profiling makes the experience feel like magic.

Essentially, a mix of optical character recognition (OCR), LLMs, and ML-driven claim profiling makes the experience feel like magic.

Next, we built some wireframes

Midjourney for some visual inspiration

We used midsjourney primarily as a means to experiment with how far we could use genAI for visual inspiration

Final design and prototype


"Any sufficiently advanced technology is indistinguishable from magic."

- Arthur C Clarke

What we set out to build was an app that felt like magic. You upload documents, we figure out what you're trying to do, file your claim for you and give you updates. No boring form-filling, no tedious reading of fine print—just an experience that works, like magic.—just an experience that works, like magic.

What we set out to build was an app that felt like magic. You upload documents, we figure out what you're trying to do, file your claim for you and give you updates. No boring form-filling, no tedious reading of fine print—just an experience that works, like magic.—just an experience that works, like magic.

What we set out to build was an app that felt like magic. You upload documents, we figure out what you're trying to do, file your claim for you and give you updates. No boring form-filling, no tedious reading of fine print—just an experience that works, like magic.—just an experience that works, like magic.

0+

Teams

Teams

0

Finalists

Finalists

0nd

Place

Place

I hope you have a gorgeous day!

I hope you have a gorgeous day!

I hope you have a gorgeous day!