HDI Seguros / REDESIGN THE CUSTOMER CLAIM PROCESS
HDI is one of the largest insurance companies in Mexico, with over 9,000 employees, 1,000+ automobile partners, and 15 locations nationwide. Despite its scale, the company’s claims process was inefficient, creating friction for both customers and employees, and limiting growth potential. The challenge was to redesign the claims journey to set a new industry standard while improving customer and employee experience.
(Strategic Innovation & Service Design)
Approach
Conducted in-depth immersion into the company’s ecosystem, mapping the end-to-end service blueprint and the different customer journeys.
Identified critical touchpoints and barriers in the claims process.
Engaged stakeholders and customers in co-creation workshops to ideate disruptive solutions.
Designed innovative concepts for service improvement and tech-enabled products (hardware and software).
Re-defined internal processes to align with HDI’s strategic vision and service excellence goals.
Impact
Delivered a reimagined claims journey improving both employee and customer satisfaction.
Identified and designed tech and non-tech-enabled innovations to streamline the process.
Created a strategic roadmap for implementation and long-term growth.
Positioned HDI to set a new benchmark in customer claims experience within the insurance sector.
Key activities
Research & Customer Insights: 40+ in-depth interviews and 10+ focus groups with customers and employees. Delivered customer journey maps highlighting pain points and opportunities.
Co-Creation & Ideation: 5+ workshops with stakeholders and customers to generate disruptive service solutions. Delivered a portfolio of innovation concepts validated by customers and teams.
Solution Development: Designed tech and non-tech-based solutions to improve claims handling and delivered prototypes and service blueprints for digital and physical solutions.
Process Re-Design: Defined new internal workflows aligned with strategy, through updated process maps and implementation guidelines.
Strategic Alignment: Created a roadmap to position HDI as a gold standard in claims experience, via an innovation backlog and phased action plan.
Reflection
This project demonstrated how deep customer research combined with co-creation can transform operational pain points into opportunities for industry leadership. By aligning technology, process, and human experience, HDI could redefine its value in the insurance ecosystem.