Post-Claim

Phase/ Axes Discover Need Understand Options Initiate Claim Provide Information Claim Assessment Claim Resolution Experience
Learns about covered Researches policy and Contacts insurance Collects and submits required Cooperates with Receives payment or Provides feedback on
event, assesses coverage options, considers company, files claim, documents investigation, provides denial notification, experience, renews
damage filing a claim gathers documentation additional information if confirms claim closure policy, seeks additional
Actions requested coverage
"Is this covered by my "What documents do I need? "Will they make this "Is this enough information?" "What are they looking "Finally, it's over!" "Overall, it was a good
insurance?" "Will filing How long will this take?" "What difficult?" "Am I doing this "How long will this take to for?" "Am I doing (approval) or "This is experience" or "I'm not
a claim be worth it?" are the chances of my claim right?" verify?" anything wrong?" unfair!" (denial) sure I trust them
Thinking being approved?" anymore"
Customer needs clear Customer needs guidance and Customer needs a smooth Customer needs a Customer needs Customer needs a clear Customer feedback is
understanding of policy assurance about the claim and user-friendly streamlined and efficient transparency and trust in and final resolution to the valuable for improving
coverage and claim process and potential experience with minimal document submission the claims process and claim with appropriate future claims processes
benefits. outcomes. hassle. process with clear communication from the explanations and next and building trust.
Insights expectations. insurance company. steps.
News, social media, Online claim information, phone Phone calls, online claim Online document upload Adjuster calls or emails, Payment receipt, claim Customer satisfaction
personal network hotline portal, mobile app, agent portal, email communication online claim status closure notification, surveys, loyalty
interaction with adjuster updates customer service programs, renewal
interaction reminders, ongoing
customer service
Touchpoints interactions
Difficulty understanding Complicated claims process, Long wait times, difficult Difficulty gathering Lack of transparency, Delays in payment or Dissatisfaction with
policy terms, lack of lack of readily available forms, lack of support and documents, delays in claim extended wait times, resolution, unclear denial claim handling, lack of
awareness of claim information, uncertainty about guidance. processing, lack of updates unclear communication explanations, lack of post- loyalty incentives,
process claim approval. about progress. about investigation claim support. difficulty reaching
Pain Points process. customer service.
Emotions Confused / worried Relieved Happy Happy Happy, worried Happy Happy