Ginger Poole
Product Designer

Submit a Claim Online

A Manual Process Goes Digital

"I used to be able to upload out-of-network claims on my other insurance site"
Customer

The Problem

The only way to submit an out-of-network claim to Cigna was to download a form, fill it out and mail or fax it.

The Solution

Our team enabled a web form with an upload capability to receive claims online.

Concept #1

Concept #1

Initial Design

The first design was a simple one page form a few questions and an upload feature.

New Discoveries

We found that many of the manual forms that were mailed/faxed had to be returned due to missing information like diagnosis code. The product team wanted to see what a flow would look like if we had the user enter all the required information into the system. The flow below illustrates a much more complex process.

Back to the drawing board

The final solution was a paired down guided flow.
Concept #2 - Each question became one screen and the number of questions were reduced.

Concept #2 - Each question became one screen and the number of questions were reduced.

This was a lesson in making the complex look easy.

The guided flow was called on to create a feeling of ease so the customer would not be intimidated by a long and arduous form. The guided flow is working well and is appreciated by our customers.