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Harbour Insurance
·
Web app
·
2023
Claims dashboard
A queue that tells claims handlers what to do next.
The 30-second version
NDA
Role
Product designer (contract)
Team
1 PM, 4 engineers
Timeline
5 months
Platform
Web app
Problem
Handlers spent their mornings sorting claims instead of deciding them.
−28%
handling time
−40%
reassigned claims
+12
NPS for handlers
01 Context
Harbour's claims team worked from a shared inbox. Every morning started with an hour of sorting.
02 Research
I shadowed 6 handlers for two days and logged every switch between tools. A typical claim needed 9 of them.
03 Decisions
We routed claims by type automatically and put the decision form next to the evidence. We kept a manual override, because routing was wrong for about 1 in 20 claims.
04 Result
Average handling time fell from 5.0 to 3.6 days and reassigned claims dropped by 40%.
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