Summary
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.
Overview
What were we lookign to change?
When approaching this project, we focused on two key challenges. With over 35,000 brokers, Allianz Brasil is one of the leading car insurance providers in the country and needed to simplify its multiple customer contact points. While a claims product already existed, it covered only part of the journey. The goal was to turn it into an end-to-end solution, supporting claim creation, tracking, and resolution.
Additionally, because insurance companies often rely on brokers as the main communication channel, direct contact with policyholders is limited. This made it essential to design a product that policyholders could use independently, while still meeting the needs of brokers and the company.
What we found out?
We explored how competitors and other insurance companies manage their claims processes. A common challenge across all of them is balancing the required legal documentation with a reassuring experience that provides a sense of comfort to users.
To improve the tracking experience, we drew inspiration from order tracking in e-commerce products and closely studied apps that rely on maps and advanced filtering features.
Prototype
User flow
The marketing and insurance teams at Allianz, helped me understanding everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
Design and development steps
We kept everything aligned with Allianz’s brand by using their colors, fonts, and illustrations, so the experience felt consistent with the car insurance app.
The flow was expanded to handle different types of claims such as fire, accidents, and burglary, each with its own requirements like third parties, police reports, photos, and dynamic map and information displays. We also made it possible for third parties to access the claim and share relevant information.
Throughout the project, we made practical adjustments to improve usability and support development, including updating the progress bar layout and refining buttons, illustrations, and wording. They may seem like small details, but they made a clear difference in the overall experience.
Final Product
The web app is fully integrated with the Allianz Auto mobile app, making the claims journey more seamless and intuitive for both brokers and customers. Users can manage everything in one place, from claim submission to final resolution. Customers upload vehicle photos directly through the platform, where Artificial Intelligence quickly analyzes them to speed up the process. If third parties are involved, customers can share a link so they can also submit their information.
Customers can choose from Allianz’s authorized repair shops near their preferred location, with warranty coverage and payment options. The platform provides real-time updates and allows users to resolve pending actions with just a few clicks. Email and SMS notifications keep everyone informed at every step.
You can view the full prototype here.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
Allianz Insurance
Just FYI: This whole page is better suited for desktop ;)
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Summary
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.
Overview
What were we lookign to change?
When approaching this project, we focused on two key challenges. With over 35,000 brokers, Allianz Brasil is one of the leading car insurance providers in the country and needed to simplify its multiple customer contact points. While a claims product already existed, it covered only part of the journey. The goal was to turn it into an end-to-end solution, supporting claim creation, tracking, and resolution.
Additionally, because insurance companies often rely on brokers as the main communication channel, direct contact with policyholders is limited. This made it essential to design a product that policyholders could use independently, while still meeting the needs of brokers and the company.
What we found out?
We explored how competitors and other insurance companies manage their claims processes. A common challenge across all of them is balancing the required legal documentation with a reassuring experience that provides a sense of comfort to users.
To improve the tracking experience, we drew inspiration from order tracking in e-commerce products and closely studied apps that rely on maps and advanced filtering features.
Prototype
User flow
The marketing and insurance teams at Allianz, helped me understanding everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
Design and development steps
We kept everything aligned with Allianz’s brand by using their colors, fonts, and illustrations, so the experience felt consistent with the car insurance app.
The flow was expanded to handle different types of claims such as fire, accidents, and burglary, each with its own requirements like third parties, police reports, photos, and dynamic map and information displays. We also made it possible for third parties to access the claim and share relevant information.
Throughout the project, we made practical adjustments to improve usability and support development, including updating the progress bar layout and refining buttons, illustrations, and wording. They may seem like small details, but they made a clear difference in the overall experience.
Final Product
The web app is fully integrated with the Allianz Auto mobile app, making the claims journey more seamless and intuitive for both brokers and customers. Users can manage everything in one place, from claim submission to final resolution. Customers upload vehicle photos directly through the platform, where Artificial Intelligence quickly analyzes them to speed up the process. If third parties are involved, customers can share a link so they can also submit their information.
Customers can choose from Allianz’s authorized repair shops near their preferred location, with warranty coverage and payment options. The platform provides real-time updates and allows users to resolve pending actions with just a few clicks. Email and SMS notifications keep everyone informed at every step.
You can view the full prototype here.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
Allianz Insurance
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Allianz Insurance
Summary
Allianz Brasil, a leading player in the automotive insurance market, offers coverage and support to millions of policyholders. This project focuses on the creation of a digital product to manage, track, and resolve auto insurance claims. The solution has the potential to impact over 2 million Allianz auto insurance customers nationwide.
My Role
I was the main designer on this project, handling everything from market research and wireframes to UI, prototyping, and user testing.
Problem
The problem we found was that both brokers and Allianz customers struggled with the claims process. It was slow and complicated, often relying on brokers to move things forward.
Overview
What were we lookign to change?
When approaching this project, we focused on two key challenges. With over 35,000 brokers, Allianz Brasil is one of the leading car insurance providers in the country and needed to simplify its multiple customer contact points. While a claims product already existed, it covered only part of the journey. The goal was to turn it into an end-to-end solution, supporting claim creation, tracking, and resolution.
Additionally, because insurance companies often rely on brokers as the main communication channel, direct contact with policyholders is limited. This made it essential to design a product that policyholders could use independently, while still meeting the needs of brokers and the company.
What we found out?
We explored how competitors and other insurance companies manage their claims processes. A common challenge across all of them is balancing the required legal documentation with a reassuring experience that provides a sense of comfort to users.
To improve the tracking experience, we drew inspiration from order tracking in e-commerce products and closely studied apps that rely on maps and advanced filtering features.
Prototype
User flow
The marketing and insurance teams at Allianz, helped me understanding everything that was legally required and expected. Another key requirement was to connect it to the existing car insurance app they already had.
Our first step was to map out the entire flow. This was essential, as there were many small details and variables depending on each accident scenario. It also helped validate the team’s overall understanding of what was expected and allowed us to anticipate any potential issues.
Design and development steps
We kept everything aligned with Allianz’s brand by using their colors, fonts, and illustrations, so the experience felt consistent with the car insurance app.
The flow was expanded to handle different types of claims such as fire, accidents, and burglary, each with its own requirements like third parties, police reports, photos, and dynamic map and information displays. We also made it possible for third parties to access the claim and share relevant information.
Throughout the project, we made practical adjustments to improve usability and support development, including updating the progress bar layout and refining buttons, illustrations, and wording. They may seem like small details, but they made a clear difference in the overall experience.
Final Product
The web app is fully integrated with the Allianz Auto mobile app, making the claims journey more seamless and intuitive for both brokers and customers. Users can manage everything in one place, from claim submission to final resolution. Customers upload vehicle photos directly through the platform, where Artificial Intelligence quickly analyzes them to speed up the process. If third parties are involved, customers can share a link so they can also submit their information.
Customers can choose from Allianz’s authorized repair shops near their preferred location, with warranty coverage and payment options. The platform provides real-time updates and allows users to resolve pending actions with just a few clicks. Email and SMS notifications keep everyone informed at every step.
You can view the full prototype here.
Testing
It was decided that we would run two different types of tests with two distinct personas.
The first group consisted of Allianz clients. We sent a survey to over 100 people to gather quantitative and general feedback, focusing on the terms and flow, validating how clear it was for them, and identifying anything that could negatively impact the experience.
The second group included insurance brokers who sell Allianz products. We conducted detailed interviews with six of them, going through the app screens and collecting feedback on-site. Their involvement was crucial, as a significant portion of insurance claims still goes through brokers to be completed.
This combination of direct observation and large-scale surveys ensured that both expert and everyday perspectives informed the design, making the product more closely catered to real users. The product was praised for its simplicity and speed, while adjustments such as updating certain terms and relocating buttons further improved usability.
Results
The launch of the Digital Auto Claims platform has made creating and following up on insurance cases much simpler and faster for both brokers and clients. Using our product, the entire process can now happen online, reducing the hassle and wait time no matter the type of claim.
User commentary
“I liked the new process because I received a quick response and several email updates about the status—something that used to take a long time with other insurers.” - Google Review, 2024
“Allianz’s digital interface made it much easier to open a claim, and tracking everything online was clear and transparent.” - Social Media comment, 2024
“I had a very good experience with Allianz’s service. My claim was resolved quickly, and I was able to track everything through the app with no hassle. I recommend it.” - Social Media comment, 2024
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