Motor Claims App - KV's Portfolio

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Project name

Motor Claims App

Client

ICICI Lombard

Role

Product Designer

Duration

Ongoing

Overview

ICICI Lombard’s motor claims process involved multiple stakeholders working in silos, leading to delays and incorrect handling.

I designed a Motor Claims Platform to connect drivers, garages, and surveyors, making claim processing faster, more accurate, and less dependent on manual coordination.

Challenge

Each stakeholder faced different operational issues:

This caused:

Wrong claim assignment at company level
Drivers struggling to manage multiple jobs efficiently
Time-consuming and inconsistent photo capture
CSMs facing issues in capturing details, viewing history, and generating estimates
Garages dealing with similar inefficiencies in documentation and capture

Research

Stakeholder Interviews

I spoke with CSMs, drivers, garage partners, and operations teams to understand daily challenges.

Stakeholder Interviews

I spoke with CSMs, drivers, garage partners, and operations teams to understand daily challenges.

Field Observation

I observed on-ground workflows including vehicle pickup, inspection, and garage handling

Field Observation

I observed on-ground workflows including vehicle pickup, inspection, and garage handling

Workflow Analysis

I mapped the end-to-end claim journey to identify delays, gaps, and repeated efforts.

Workflow Analysis

I mapped the end-to-end claim journey to identify delays, gaps, and repeated efforts.

Data Analysis

I analyzed claim data to identify patterns in wrong assignment, delays, and rework across stages.

Data Analysis

I analyzed claim data to identify patterns in wrong assignment, delays, and rework across stages.

Findings

Key insights:

Incorrect claim assignment
Inefficient job management for drivers
Photo capture process was slow and inconsistent
CSMs lacked proper tools for inspection and estimation
Poor visibility across claim stages

User profiles

Claim Service Managers

Need easy inspection, clear history, and quick estimate generation

Drivers

Need better job scheduling and faster photo capture

Solution

I designed a connected platform to streamline the entire claims flow:

Geofencing for correct claim assignment
Driver app for job management and photo capture
Garage app for claim initiation and documentation
CSM app for inspection, history, and estimate generation
Digital CSM for remote claim handling

This reduced manual effort and improved overall efficiency.

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Impact

0%

Accurate Assignment

Correct CSM mapping

0%

Less Manual Work

Reduced dependency

0%

Faster Processing

Reduced inspection time

Explore more of my work and see how I approach design across different products.

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Explore more of my work and see how I approach design across different products.

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ICICI Lombard’s motor claims process involved multiple stakeholders working in silos, leading to delays and incorrect handling.

I designed a Motor Claims Platform to connect drivers, garages, and surveyors, making claim processing faster, more accurate, and less dependent on manual coordination.

Each stakeholder faced different operational issues:

This caused:

Wrong claim assignment at company level

Drivers struggling to manage multiple jobs efficiently

Time-consuming and inconsistent photo capture

CSMs facing issues in capturing details, viewing history, and generating estimates

Garages dealing with similar inefficiencies in documentation and capture

Stakeholder Interviews

Stakeholder Interviews

Field Observation

Field Observation

Workflow Analysis

Workflow Analysis

Data Analysis

Data Analysis

Incorrect claim assignment

Inefficient job management for drivers

Photo capture process was slow and inconsistent

CSMs lacked proper tools for inspection and estimation

Poor visibility across claim stages

Claim Service Managers

Drivers

I designed a connected platform to streamline the entire claims flow:

Geofencing for correct claim assignment

Driver app for job management and photo capture

Garage app for claim initiation and documentation

CSM app for inspection, history, and estimate generation

Digital CSM for remote claim handling

This reduced manual effort and improved overall efficiency.

0%

0%

Accurate Assignment

0%

0%

Less Manual Work

0%

0%

Faster Processing