Third party claims self service at La Holando

When a La Holando policyholder is involved in a motor claim, there is an injured third party on the other side. That person is not a customer of the company.

The third party has no policy, no account and no relationship with the insurer, and is usually in the worst moment to navigate a procedure, yet they need the most information and generate the most calls.

• No front door: someone who is not a customer has nowhere to file a claim on their own.
• No visibility: once the file is open, the only way to know how it advances was to call.
• No way to help: even holding the information that unblocks the case, they had no channel to provide it.

The cost is a call volume that grows with every claim, and a bad experience with exactly the person who has not yet chosen the company.

We built the channel where the third party files, follows and contributes, without being a customer of the company.

And it covers what usually gets left out of a web form: what happens when the form is not enough.

Online filing

• Custom form for the injured third party to submit their claim on their own.
• Completion validation resolved in the presentation layer, so the procedure does not stall on a missing field.

Tracking, with the ability to act

• Once accepted and linked to the claim, the third party accesses the full trace of the case.
• They can contribute decisive information to move the file forward, not just watch it.
• Search by notice number or claim number.

Contingency, which usually goes missing

• A set of forms for cases where online filing is not possible.
• The circuit does not break when the digital channel falls short.

Architecture and technology

• Front end with no business logic: logic stays in the services the company delivers before each milestone.
• Built on the interface components provided by the insurer.

Learn more about software development.

The user who called the most and had the least access now has their own channel, visibility and a way to act.

Starting point

• No filing channel for someone who is not a customer.
• Case tracking available only by phone.
• No way for the injured party to contribute information that unblocks the procedure.

Strategic impact

• Claims are filed online and the trace is visible to the injured party.
• Third party input accelerates the file instead of waiting on it.
• Contingency documentation keeps the circuit from breaking when the web is not enough.
• The company improves the experience with exactly the person who has not chosen it yet.