End to End Journey Map for an Auto Claim

At Guidewire, the need for capturing an end-to-end picture of a Claim was clear. This journey map was created to capture the end to end steps an auto claim goes through an insurance carrier. The maps are created from the perspective of the Insurance Carrier, and include personas internal and external to the Insurance Carrier and who may get involved with the claims process.

Problem Statement

1. With an overall picture like this, we hoped to accomplish the following:

2. Find out problem areas where customers typically saw churn

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Challenges

We faced a lot of challenges in representing tasks that do not happen in a linear way necessarily. There are a number of tasks that may happen simultaneously, or over a period of time, in no particular order. The traditional way of putting boxes after each other in a linear fashion did not work in this situation. 

For e.g. when an auto claim is filed by the policyholder, they maybe calling by the road side at the time of an accident. The Claim Service Representatives (CSRs) who talk to them on the phone capture as much information as possible during the First Notice of Loss. But as time passes, more and more details become available and get added to the claim. New details require updates to old entries. The need for a visual representation of a non-linear task or series of tasks, cyclical tasks, optional tasks was clear.

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So, our solution to this problem was to put all the tasks in a bulleted list, and include arrows that extend from the beginning to the end of the process to show that these tasks can happen in any order throughout the life of the claim.

We also wanted to show personas that may get involved on a need-by-need basis during certain stages of the claims process. The personas who were mainly responsible for that stage of the claims process are marked on the left, whereas the optional personas are shown next to the task.

We wanted to include a notation where we could show recurrence of certain processes.

Lastly, we marked the places where we currently extract data for predictive analytics and where we plan to do so in the future.

End to end journey map for an auto claim with accident without an injury (Future State)

We also took the time chart out what the future state of our Claims process should look like. 

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