From paper to app: Claims simplifies collision reporting

Business context

Claims is a Polish insurance company specialising in motor claims handling. In 2015, the company decided to accelerate and simplify the handling of road incidents by digitising key stages of the reporting process.

In the insurance industry, traditional paper forms were a source of delays, errors and customer frustration, especially immediately after a collision. The goal was to replace them with an intuitive digital tool that would reduce processing time, improve data quality and provide a consistent user experience at the scene of the incident.

Challenge

Until then, collision reporting relied on forms completed manually by the injured party and the person responsible for the accident. In stressful conditions, this led to illegible entries, missing data and mistakes, which extended subsequent claims handling and generated operational costs.

The key challenge was to create a simple, reliable and fast solution that worked on a single device and guided both parties through the entire process without the need to use paper. The application needed to eliminate errors, ensure data completeness and be available on popular platforms while meeting the insurer’s business requirements.

Solution

Using ASP.NET MVC, a cross-platform application was designed for iOS, macOS and Windows, fully digitising the road incident reporting process. The solution guides users step by step, following the proven approach known from the Assuralia app, and enables the injured party and the person responsible for the accident to complete a joint form on a single device.

The application simplifies data entry, uses contextual validation and enforces information completeness, minimising the risk of errors. An intuitive interface, clear instructions and a logically structured flow reduce the time needed to submit a report, while the completed report can be immediately forwarded for further processing in the insurer’s systems.

The result is a significant acceleration and improvement of operations: shorter reporting time, fewer errors and higher user satisfaction, which also translated into a greater share of reports submitted digitally.