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.
Office / Usage reviews
Usage reviews
Each engagement looks at a real self-service task Malaysian policyholders already attempt: filing a claim, changing a policy, showing an e-card, or paying a premium. Choose the review that matches the queue on your claims floor.
We do not sell a product licence. We arrive, watch the work, and write what we saw. If you already know the painful screen, start with a focused study. If several queues are noisy at once, commission the full self-service usage review.
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.
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.