We improved self-service to an all-time high
80% of Storebrand’s customers now submit their claims over the internet in a new, fully digital and data-driven claim settlement process. Prior to the project only 56% did it this way.
October 2018 - May 2020
Itera team member
2x UX designers
Co-located at Storebrand's head office and at Itera, Oslo
A data-driven UX breeze
One of the largest asset managers in the Nordic region, Storebrand, wanted to make the online reporting and handling of insurance claims a data-driven UX breeze.
Their customers can make an insurance claim in two different ways: they can complete a form online or get help over the phone. Storebrand found that many of its customers were using its phone line to ask questions and to make claims, even where it would have been easier for them to use the online service.
Aim for the claim
Storebrand wanted more people to submit their claims via the internet – and the claims advisors would have more time to focus on processing claims rather than unnecessary and time consuming administrative tasks and collecting of information.
One of Itera’s ambitions is to be a world-leading technology company in sustainable digital transformation. Storebrand is, with its clear ambitions in relation to sustainable solutions and investment, a perfect customer for us, and together we have achieved results that demonstrate the profitability of investing in sustainable solutions.
Less phone therapy
The core problem? A common misconception among customers that insurance companies are “out to get you”. And this causes concern. Do I have the required information? Have I filled out the form correctly? And then worried customers make an extra call to their insurance company for help and guidance.
The online solution from Itera has made Storebrand’s customers more confident that they provide all the relevant information and that it is submitted correctly.
Insight, design and data
Itera had two UX designers and four developers working on the project. In addition to the insight work we developed a new customer interface. We made new claims forms, a new design for Storebrand’s public pages about claim settlement and the “Follow My Claim” hub where customers can monitor their insurance claims. We also created integrations between the customer interface and case management, and integrations that enable functions such as automatic payments and access control.
Turning technical tools into human solutions
Koshu Kajikazawa by Katsushika Hokusai (1760-1849) a traditional Japanese Ukyio-e style illustration of a fisherman inland fishing with Mount Fuji in the background. Original from Library of Congress.
We are very proud of what we have achieved. The team collaboration has been particularly impressive, and crucial for achieving such a strong result. A super-talented team!
Project owner, Storebrand