AmTrust is a Fortune 500 company, a global property and casualty insurance provider. AmTrust Nordic AB acquired a company that specialized in mobile phone insurance but realized that the existing platform was not sufficient for their needs. The customers had to submit insurance claims through their phone operator's website, which was inconvenient for them. The challenge was to develop a mobile phone insurance claims management system that would allow insurance policyholders to create claims easily and enable AmTrust Nordic to manage the workflow of incoming claims from creation to closure.
tretton37 was engaged to develop a mobile phone insurance claims management system that would connect to multiple 3rd party frontend interfaces. tretton37's team conducted user tests on the existing design and created a new and improved design based on user feedback to enhance the user flow. They delivered a clickable prototype to the development team to improve the customer experience.
Our team focused on three main parts of the system: the customer facing frontend, the admin web app, and backend processes and integrations. The customer frontend was designed with a user-friendly wizard-style UI to walk policyholders through the process step by step. We also integrated with a 3rd party logistics provider to provide flexible shipping options based on the customer's location. The admin web app was designed to help insurance adjusters review claims, approve/reject them, and ask follow-up questions. Some decisions were automated to reduce manual work for the adjusters. The backend processes were mostly integrations with phone operators, logistics platforms, repair partners, and payment platforms (DIBS), to ensure that the claims don't get stuck in the process.
tretton37's solution provided AmTrust Nordic AB with a new mobile phone insurance claims management system that streamlined the claims process for customers and improved the workflow for the company. The customers no longer have to submit claims through their phone operator's website, which saves time and improves the overall user experience. The new design resulted in a more efficient and user-friendly platform for both customers and AmTrust Nordic AB. The team's work made AmTrust's mobile phone business possible because without the system; there wouldn't be a business. Moreover, tretton37's cost-saving features, like allowing customers to repair the phone instead of replacing it entirely, added even more value to the platform.
After the initial implementation, tretton37 continued adding value by integrating with an additional phone operator, adding multi-language support in the frontend, integrating with a second repair partner, and integrating with a modern headless CMS for handling content in different languages. We also helped build knowledge in the new team during the last year of the project to ensure the business could continue with as little risk as possible. Throughout the journey, true partnership was key, and the tretton37 team worked extremely tight together with the people at AmTrust as one team.
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