Claims completion study
A concentrated look at one claims journey — usually motor or medical — from first notification to the last document the desk still asks for by phone.
PENANG
11
Office · George Town
Insurance self-service · Usage reviews
Where policyholders stop, hesitate, or finish the job themselves
Utilitybloom sits with Malaysian insurers and takaful operators to watch how real policyholders use the self-service app — where a claim photo fails to upload, a motor e-card will not open at a workshop, or a simple address change is abandoned after the OTP.
Motor claims
Medical e-cards
Policy changes
Premium payment
Who sits across the table
Channel managers, claims heads, and customer-experience leads at life, motor, and medical insurers who already have a self-service app and need a plain account of what policyholders actually do inside it.
We work from Office 11 in George Town and travel to insurer floors in Penang, the Klang Valley, and Johor. Days are spent with claims supervisors, contact-centre coaches, and the small group that owns the self-service screens — not with a parade of product slogans.
A typical morning starts with last month’s unfinished claims, the screenshots the contact centre already collected, and a walkthrough of the live app on a staff handset. We then sit with a handful of policyholders (with your consent) while they try the same tasks they already failed at home.
The review we are asked for most
When an insurer already has a self-service app and still sees the contact centre absorbing the same tasks, we run a four-to-six-week usage review. The output is a written account of where people stop, what they try next, and which screens the claims floor should change first.
Self-service usage review
A four-to-six-week examination of how policyholders use your insurance self-service app across claims, policy changes, e-cards, and payment — written for the people who can change the screens.
Related work we take on
Policy change and endorsement review
Observation of address changes, vehicle substitutions, nominee updates, and other endorsements that policyholders attempt on the self-service app and then abandon.
Usage briefing for claims and operations staff
A one-day working session that teaches supervisors how to read last month’s unfinished self-service tasks without waiting for an outside review.
A recent account from Klang Valley
A Klang Valley motor insurer asked us to sit with twenty policyholders who had started a windscreen claim on the app and then telephoned instead. The sticking point was not “awareness.” It was the workshop photo step, which rejected night-time images from poorly lit car parks. The contact centre already knew this; the app owners did not. We put both rooms in the same briefing.
From the field notes
Preparing a claims floor for a usage review
Before Utilitybloom arrives, a claims supervisor can do four things that save a week: a live handset, an unfinished extract, a named contact, and a list of people who already abandoned the task.
The hours Penang policyholders actually open the app
Observation days in George Town keep showing a quiet office-hour sample and a noisy evening one. If your sessions only run at 11 a.m., you will miss the workshop photograph.
Why motor claims stall on the workshop photo
On Malaysian motor self-service, the first notification often succeeds. The night-time workshop photograph is where the claim leaves the app and returns to the telephone.