Insurance Claim Journey Map

Create an insurance claim journey starting with Incident Occurrence (accident, damage, loss), Initial Response (safety measures, documentation, photos), Claim Reporting (phone call, mobile app, online portal), Claim Processing (adjuster assignment, investigation, documentation review, damage assessment), Resolution (approval/denial decision, settlement offer, negotiation), and Closure (payment processing, repairs, satisfaction survey). Include customer stress levels, communication preferences, pain points around delays and complexity, and opportunities for digital-first claim experiences while maintaining empathy and support.