Total loss customer experience

Impact: Reduced confusion for 100k customers/yr; faster time-to-resolution; fewer status inquiries

Problem Customers in a total-loss situation lacked clarity on next steps, timelines, and required documents. Approach • Designed mobile and web experiences that outline the journey, requirements, and current status. • Triggered emails and texts at key stages to set expectations and reduce uncertainty. • Coordinated with claims/ops teams to align statuses and definitions across systems. Outcomes • Fewer status-check calls and a smoother end-to-end experience. • Better preparedness (customers show up with the right info the first time).