Global Claims

My team created a global modular claims component system to replace a multitude of disjointed experiences on four different platforms. Internal claims teams can now work seamlessly with design and development teams to produce new flows quickly and efficiently.

Role

Design Director, Design Lead

Employer

Goods & Services

Platforms

Web

Area

Digital products, Design systems

Background

As a global provider of property and casualty insurance products and services, Chubb has a footprint in more than 50 countries. They manage a broad spectrum of claims—ranging from personal property damages to multinational corporate policies. However, their digital claims infrastructure had grown unwieldy over time. Multiple regions relied on separate digital platforms, which complicated the claims workflow and user experience. Disparate systems also made it challenging to scale improvements or respond quickly to evolving business needs. When my team and I were brought in, we discovered that Chubb’s global digital claims process suffered from:

Fragmented systems: Claims were processed across four different platforms with minimal standardization.
Limited scalability: Each country had its own unique requirements, making it difficult to maintain a consistent digital experience worldwide.
Inefficiencies for internal teams: Claims teams spent significant time aligning requirements with designers and developers, slowing down product evolution.

Our goal was to unify these workflows under one modular system that could flex to different regional needs while maintaining a cohesive brand experience.

Prior platform experiences were inconsistent with limited scalability

Research

We began by exploring various aspects of Chubb’s existing claims process through comprehensive research. We kicked off the project by conducting discovery workshops with global claims teams and stakeholders, gaining insight into the compliance differences and digital maturity levels in each geo. Simultaneously, we mapped out the existing claim submission workflows in detail, capturing all edge cases from personal lines to complex corporate claims, and identified common elements that could serve as a foundation for reusable components. We also performed competitive analyses and usability audits, borrowing successful patterns from other industries and pinpointing pain points such as unclear progress indicators in Chubb’s current flows.

Experience roadmap workshop

Journey mapping activity

Design

Once we had fully assessed the requirements, we moved into the experience design phase. My team crafted a foundational information architecture that would allow multiple claim types to exist seamlessly under one umbrella. We developed modular templates—spanning intake forms, documentation uploads, and status-tracking dashboards—all designed to be customized by region or claim complexity. These efforts created a series of “north star” prototypes, presenting an ideal end-to-end experience. This prototype was tested with claims teams around the world, ensuring our design was both intuitive and locally feasible.

North star vision prototype

Global Claims system built for localization

Documentation

We established a digital style guide to preserve consistency across regions, detailing color usage, typography, and accessibility considerations. We also introduced a claims playbook specifically for Chubb’s internal teams, outlining best practices to follow when building new claim flows with our modular approach. This resource made it possible for teams to innovate rapidly without relying on designers at every turn.

Global Claims CX Playbook

Impact

By consolidating what used to be four separate platforms into a unified global claims platform, we delivered significant improvements for Chubb and its customers. Usability and accessibility advanced dramatically, as the newly structured claims submission system provided clearer guidance that alleviated user confusion. Internal teams reported faster creation of new or updated claim flows, thanks to the modular design system that made assembling or modifying forms much more efficient. A consistent global brand experience emerged in which claimants, no matter their location, encountered the same familiar look, feel, and language standards. Operationally, the streamlined system freed up technical resources to focus on innovations rather than dealing with maintenance across multiple platforms, allowing Chubb to consider next-generation features like AI-assisted claims review.

15%

Decrease in average claim submission time. Shortened form completion through simplified, reusable components.

30%

Faster creation of new or updated claim flows. Reduced development effort thanks to a unified, modular design system.

15%

Fewer user support requests. Improved accessibility and clearer navigation cut down on confusion.