Insurance claims self-service portal
Turning a phone call into a guided flow.
Client name withheld — covered by a confidentiality agreement.
- self-service
- claim reporting
- insurance
- sector
Context
Key sections of an insurance portal frontend that let customers report car accident claims themselves, through a guided flow, instead of via an agent.
The problem
Reporting a car accident claim meant calling an agent and being walked through the questions verbally — slow for the customer, expensive for the insurer, and lossy in the data it produced.
Architecture
A guided flow is a state machine with a friendly face: each step validates and persists before the next one opens, so an interrupted claim can be resumed rather than restarted.
How I built it
Built the customer-facing claim reporting sections in Angular against a Guidewire-based insurance backend.
Structured the report as a guided step-by-step flow, so a stressed customer is answering one clear question at a time rather than facing a form.
Worked across the Gosu/Java backend boundary to make sure the data the flow collected was actually the data the claims process needed.
Focused on the failure states — partial submissions, missing documents, unclear questions — because that is where a self-service flow either works or sends the customer back to the phone.
Outcome
- Customers could file accident claims autonomously, without an agent call.
- Structured, validated claim data arriving directly into the insurance backend.
- A measurably smoother experience at the worst possible moment in a customer's relationship with their insurer.