Claim@Net - Protector Forsikring
Protector Insurance: Claims Reporting System
About
Protector is a Scandinavian insurance company providing land-based insurance to commercial and public sectors. They operate across Norway, Sweden, Denmark, the United Kingdom and Finland with 300 employees.
The Project
Protector was automating and creating self-service services throughout the organization, which meant reintroducing their claims reporting system (Damage@net) and claims portal. The roadmap covered Personal, Auto, Property, Liability, Transport, and Health Insurance. We started with Personal in Norway and Sweden, followed by Motor, with Sweden first out in 2020.
The goals were straightforward:
- Improve data quality
- Assist claimants when filing claims
- Reduce reliance on email, phone calls, and letters
- Increase customer satisfaction in the claims process
Research & Understanding
We started with a preliminary study to gather an understanding of the challenges and identify where digitalization could actually help. This gave us a clearer picture of what we were working with before moving forward.
The next step was creating a proof of concept in Norway with health-related claims. This let us test our assumptions in a real but contained environment before scaling across the full roadmap.
We followed this with surveys and interviews with customers on early prototypes to validate our hypothesis around flow and logic. At the same time, we worked closely with product owners and claims handlers through a series of workshops to determine the business requirements and identify potential improvements for both the business and the customers. The focus was always on simplifying the process for all the stakeholders involved—the claimants, the internal teams, and the organization as a whole.
What We Built
The designs emerged from this understanding. Selection cards, autocomplete dropdowns, and body-part mapping tools that turned complex reporting into something more intuitive.
Key Takeaways
Organizational structures take longer than expected to break down in order to create real dialog with customers. Bringing a sense of shared responsibility for the UX aspect to the whole team—people not used to working that way—does take time and diplomacy, but it's worth the effort. When teams start thinking about user experience together, the work gets better.