Filing a claim shouldn’t feel like an uphill battle — especially when the customer is already dealing with a stressful, demanding and often urgent situation. That’s why, in this project, we focused on making the entire process as simple as possible for users, while keeping it genuinely well-organised on the insurer’s side.
The challenge
Our goal was to design and implement a comprehensive claims handling system for the customers of Pocztowe Towarzystwo Ubezpieczeń na Życie. A key element of the project was creating advanced online claim forms that would allow customers to submit claims directly via the website.
The solution was intended not only to simplify the claim submission process itself, but also to allow customers to track the status of their case in real time. Another important function of the system was to provide real support for the insurer’s teams in managing claims and handling customer service more efficiently.
What did we do?
Claim submission forms
We designed and implemented multi-step, intuitive claim forms on https://www.pocztowenazycie.pl/, guiding users through the entire process step by step. Each stage was planned to clearly indicate which information is required, minimising the risk of errors and incomplete submissions.
Importantly, we made it possible to submit claims without creating an account on the website, significantly lowering the barrier to entry and speeding up the whole process.
Claim management panel
We created an intuitive panel that gives customers access to key information about the current status of their cases and their claim history. The registration process on the insurer’s website was designed so that users can complete verification on their own or, if needed, receive support from the helpline. As a result, the solution combines the convenience of self-service with human assistance exactly where it is needed.
On the organisation’s side, the panel enables teams to handle submitted claims. It has become the everyday work hub for those responsible for customer contact and further case processing.
Helpline teams can support customers during account creation, while operators have access to claims registered both through open forms and after user registration.
The system makes it possible to organise claims, assign statuses, define responsibilities and track the progress of each case. This means that an individual claim is no longer just an entry in the system — it becomes part of a well-designed process.
The result
We delivered a comprehensive tool that streamlines claims handling on both sides of the process.
On the one hand, users gained a simple and transparent way to submit claims, along with the ability to monitor their cases on an ongoing basis. On the other, customer service teams, helpline staff, operators and management received a tool that supports work organisation and oversight of the entire process.
The system became the operational centre for claims handling. It helps register cases, assign tasks and monitor progress. As a result, it supports both the individual efficiency of employees and broader control for managers and administrators.
Summary
This is an example of a solution where well-designed digital genuinely brings order to a complex process. It makes it easier for customers to contact the insurer, speeds up claims handling and gives teams a tool that helps them work faster, more smoothly and with greater confidence.
