Enrollment Portal
Enrollment Portal
Enrollment Portal
One surface, reshaped for every partner behind it
One surface, reshaped for every partner behind it
One surface, reshaped for every partner behind it
Forty-eight partner platforms a year, each one rebuilding the same six things. The reframe: banks aren't different in kind, only in a bounded, enumerable set of ways. That isn't a design space, it's a schema.
Forty-eight partner platforms a year, each one rebuilding the same six things. The reframe: banks aren't different in kind, only in a bounded, enumerable set of ways. That isn't a design space, it's a schema.
Forty-eight partner platforms a year, each one rebuilding the same six things. The reframe: banks aren't different in kind, only in a bounded, enumerable set of ways. That isn't a design space, it's a schema.
Enterprise UX
Platform Architecture
B2B2C Insurance
0 → 1 Design
Organisation
Organisation
ICICI Lombard GIC
ICICI Lombard GIC
Domain
Domain
InsureTech
InsureTech
Project Type
Project Type
System design
System design
Persona
Persona
B2B2C | Enterprise | SaaS
B2B2C | Enterprise | SaaS
Duration
Duration
6 Months
6 Months
Role
Role
Research | UX | UI
Research | UX | UI
The motor claims landscape at ICICI Lombard was severely hindered by a fragmented application ecosystem. Across the core claim stages, four key user personas, Drivers, Claim Managers (CSMs), Investigators, and Garages, were forced to constantly switch between five different desktop, mobile, and third-party vendor platforms, including FastTrack, IL AutoCare, Dista, and Otto Buddy.
The motor claims landscape at ICICI Lombard was severely hindered by a fragmented application ecosystem. Across the core claim stages, four key user personas, Drivers, Claim Managers (CSMs), Investigators, and Garages, were forced to constantly switch between five different desktop, mobile, and third-party vendor platforms, including FastTrack, IL AutoCare, Dista, and Otto Buddy.
The motor claims landscape at ICICI Lombard was severely hindered by a fragmented application ecosystem. Across the core claim stages, four key user personas, Drivers, Claim Managers (CSMs), Investigators, and Garages, were forced to constantly switch between five different desktop, mobile, and third-party vendor platforms, including FastTrack, IL AutoCare, Dista, and Otto Buddy.
This disjointed experience created heavy technology debt, high maintenance burdens, and major workflow redundancies. Crucially, as claim volumes are projected to rise significantly to 1.47 million by FY 27, the existing siloed setup lacked the long-term sustainability to support this growth.
This disjointed experience created heavy technology debt, high maintenance burdens, and major workflow redundancies. Crucially, as claim volumes are projected to rise significantly to 1.47 million by FY 27, the existing siloed setup lacked the long-term sustainability to support this growth.
This disjointed experience created heavy technology debt, high maintenance burdens, and major workflow redundancies. Crucially, as claim volumes are projected to rise significantly to 1.47 million by FY 27, the existing siloed setup lacked the long-term sustainability to support this growth.
Introduction
Where this project started
A general insurer processes 1.3 million motor claims a year, rising toward 1.5 million. Roughly a thousand people handle them, claim managers in the field, garages doing the repairs, drivers moving vehicles, investigators checking the suspicious ones.
Each group worked in a different app. Six of them, plus WhatsApp and email holding the gaps together.
A general insurer processes 1.3 million motor claims a year, rising toward 1.5 million. Roughly a thousand people handle them, claim managers in the field, garages doing the repairs, drivers moving vehicles, investigators checking the suspicious ones.
Each group worked in a different app. Six of them, plus WhatsApp and email holding the gaps together.
A general insurer processes 1.3 million motor claims a year, rising toward 1.5 million. Roughly a thousand people handle them, claim managers in the field, garages doing the repairs, drivers moving vehicles, investigators checking the suspicious ones. Each group worked in a different app. Six of them, plus WhatsApp and email holding the gaps together.
A single claim crossed four of those tools between intimation and payment, and the seams showed up as time: about 75 minutes of handling per claim, and a claims manager who had to drive back to the office to approve a repair on a car they'd already inspected. Volume was growing faster than the workforce could. The brief was to bring it into one place.
A single claim crossed four of those tools between intimation and payment, and the seams showed up as time: about 75 minutes of handling per claim, and a claims manager who had to drive back to the office to approve a repair on a car they'd already inspected. Volume was growing faster than the workforce could. The brief was to bring it into one place.
A single claim crossed four of those tools between intimation and payment, and the seams showed up as time: about 75 minutes of handling per claim, and a claims manager who had to drive back to the office to approve a repair on a car they'd already inspected. Volume was growing faster than the workforce could. The brief was to bring it into one place.
Intellectual property of ICICI Lombard General Insurance Company Ltd
Intellectual property of
ICICI Lombard GIC
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