Clearcover
Building a faster, more human web claims experience at Clearcover
Summary
Clearcover built its brand on delivering a faster, smarter auto insurance experience through digital self-service. While our app gave policyholders a seamless claims process, third-party claimants still had to call a vendor to report losses. That cost $280,000 a year and led to delays from manual follow-ups.
As the product designer for post-bind experiences, I was tasked with extending self-service to these third-party users. Our goal was to build a web-based First Notice of Loss (FNOL) tool that let non-customers file claims confidently and quickly, while reducing costs and supporting Clearcover’s promise of speed and empathy.
Summary
Clearcover built its brand on delivering a faster, smarter auto insurance experience through digital self-service. While our app gave policyholders a seamless claims process, third-party claimants still had to call a vendor to report losses. That cost $280,000 a year and led to delays from manual follow-ups.
As the product designer for post-bind experiences, I was tasked with extending self-service to these third-party users. Our goal was to build a web-based First Notice of Loss (FNOL) tool that let non-customers file claims confidently and quickly, while reducing costs and supporting Clearcover’s promise of speed and empathy.
Summary
Clearcover built its brand on delivering a faster, smarter auto insurance experience through digital self-service. While our app gave policyholders a seamless claims process, third-party claimants still had to call a vendor to report losses. That cost $280,000 a year and led to delays from manual follow-ups.
As the product designer for post-bind experiences, I was tasked with extending self-service to these third-party users. Our goal was to build a web-based First Notice of Loss (FNOL) tool that let non-customers file claims confidently and quickly, while reducing costs and supporting Clearcover’s promise of speed and empathy.
Key Results
15% shorter claim cycle
33% fewer phone-submitted claims
$84,562 saved each year
300 hours of manual entry removed
Role & Timeline
Product Designer
1 month
Methods
Design Sprint
Stakeholder & SME interviews
User testing
Information Architecture
Content Strategy
Prototyping
Understanding the problem
At first, only policyholders could use our mobile self-service claims process. Third-party claimants, including lawyers, other insurers, agents, and people filing against our insureds, had to call a phone vendor. That process was expensive, slow, and forced claims reps to spend extra time tracking down missing details. This delayed payouts and raised our costs.
We saw a chance to fix this by:
• Reducing costs from claim intake and processing
• Empowering third-party claimants with a simple, helpful digital form
• Protecting our brand as industry leader in fast and fair claims payouts
Understanding the problem
At first, only policyholders could use our mobile self-service claims process. Third-party claimants, including lawyers, other insurers, agents, and people filing against our insureds, had to call a phone vendor. That process was expensive, slow, and forced claims reps to spend extra time tracking down missing details. This delayed payouts and raised our costs.
We saw a chance to fix this by:
• Reducing costs from claim intake and processing
• Empowering third-party claimants with a simple, helpful digital form
• Protecting our brand as industry leader in fast and fair claims payouts
Understanding the problem
At first, only policyholders could use our mobile self-service claims process. Third-party claimants, including lawyers, other insurers, agents, and people filing against our insureds, had to call a phone vendor. That process was expensive, slow, and forced claims reps to spend extra time tracking down missing details. This delayed payouts and raised our costs.
We saw a chance to fix this by:
• Reducing costs from claim intake and processing
• Empowering third-party claimants with a simple, helpful digital form
• Protecting our brand as industry leader in fast and fair claims payouts
What we learned
I kicked off a design sprint with claims reps, engineers, product leads, and the UX team to align on the problem and define who these third-party users were. Together we mapped their journeys, listed their pain points, and set priorities for the web FNOL experience.
Key insights included:
• Missing details slowed down the entire process
• Contextual guidance helped build trust
• Claimants felt more confident if they knew their story was fully captured
• They were willing to share more if they understood what was needed
• Claims reps were frustrated with repeated follow-ups
We validated these insights with unmoderated studies from recent claimants to refine the information architecture.
What we learned
I kicked off a design sprint with claims reps, engineers, product leads, and the UX team to align on the problem and define who these third-party users were. Together we mapped their journeys, listed their pain points, and set priorities for the web FNOL experience.
Key insights included:
• Missing details slowed down the entire process
• Contextual guidance helped build trust
• Claimants felt more confident if they knew their story was fully captured
• They were willing to share more if they understood what was needed
• Claims reps were frustrated with repeated follow-ups
We validated these insights with unmoderated studies from recent claimants to refine the information architecture.
What we learned
I kicked off a design sprint with claims reps, engineers, product leads, and the UX team to align on the problem and define who these third-party users were. Together we mapped their journeys, listed their pain points, and set priorities for the web FNOL experience.
Key insights included:
• Missing details slowed down the entire process
• Contextual guidance helped build trust
• Claimants felt more confident if they knew their story was fully captured
• They were willing to share more if they understood what was needed
• Claims reps were frustrated with repeated follow-ups
We validated these insights with unmoderated studies from recent claimants to refine the information architecture.
Designing the experience
My design strategy focused on making the experience simple, clear, and transparent.
Key design choices:
• Used conversational questions to encourage storytelling
• Showed entered data repeatedly so users felt confident their information was saved
• Added hints to explain why we asked for certain details
• Built a structure that worked smoothly on all devices
• Prototyped and refined wireframes through rounds of user feedback
I partnered closely with engineers and our content strategist to keep the tone friendly, supportive, and on-brand.
Designing the experience
My design strategy focused on making the experience simple, clear, and transparent.
Key design choices:
• Used conversational questions to encourage storytelling
• Showed entered data repeatedly so users felt confident their information was saved
• Added hints to explain why we asked for certain details
• Built a structure that worked smoothly on all devices
• Prototyped and refined wireframes through rounds of user feedback
I partnered closely with engineers and our content strategist to keep the tone friendly, supportive, and on-brand.
Designing the experience
My design strategy focused on making the experience simple, clear, and transparent.
Key design choices:
• Used conversational questions to encourage storytelling
• Showed entered data repeatedly so users felt confident their information was saved
• Added hints to explain why we asked for certain details
• Built a structure that worked smoothly on all devices
• Prototyped and refined wireframes through rounds of user feedback
I partnered closely with engineers and our content strategist to keep the tone friendly, supportive, and on-brand.
Impact and outcomes
The web FNOL experience launched in May 2023 with strong results:
📈 15% shorter claim cycle
📉 33% fewer phone-submitted claims
💸 $84,562 saved each year
⏱ 300 hours of manual entry removed
The new flow gave valuable time back to claims reps, reduced errors, and helped third-party users feel more confident and empowered.
Next steps
After launch, we started exploring ways to use large language models (LLMs) to make claims conversations even more human and efficient. Next steps included:
• Analyzing live data to measure real-world impact
• Expanding conversational prompts to improve empathy
• Applying these ideas across other FNOL touchpoints
Next steps
After launch, we started exploring ways to use large language models (LLMs) to make claims conversations even more human and efficient. Next steps included:
• Analyzing live data to measure real-world impact
• Expanding conversational prompts to improve empathy
• Applying these ideas across other FNOL touchpoints
Next steps
After launch, we started exploring ways to use large language models (LLMs) to make claims conversations even more human and efficient. Next steps included:
• Analyzing live data to measure real-world impact
• Expanding conversational prompts to improve empathy
• Applying these ideas across other FNOL touchpoints
Thanks!
Thank you so much for taking the time to view my work.
Thanks!
Thank you so much for taking the time to view my work.
Thanks!
Thank you so much for taking the time to view my work.