Insurance Carriers & Brokers
Quoting journeys, claims submission and policy documents, where a barrier has a direct financial consequence.
Quote, claim, renew — long forms, hard deadlines, and documents that decide money.
Insurance concentrates every hard pattern in one place: very long multi-step forms, conditional questions that change as you answer them, timed sessions, document uploads, and policy paperwork generated by a system nobody wants to touch. The customer base also skews older, which is the group most affected by small text and low contrast.
What's at stake: A claimant who cannot complete a submission is not inconvenienced, they are out of pocket, often at the worst moment of their year. Policy documents delivered as untagged PDFs are a recurring finding, and they are the documents that determine what someone is entitled to.
This is you if
- Quote journeys time out silently and discard everything entered
- Policy documents and renewal notices are untagged or scanned
- Conditional questions appear without being announced
- Claims upload steps cannot be completed with a keyboard alone
What we actually do, in order.
Audit the money journeys
Get a quote, buy, submit a claim, upload evidence, renew. Tested end to end with assistive technology rather than page by page.
Fix timing and dynamic questions
Timeout warnings with a way to extend, and announced changes when conditional questions appear or the form's shape changes.
Fix documents at the source
Remediate the generation pipeline so policy documents, schedules and renewal notices are born tagged, rather than remediating them one at a time forever.
Produce audit-ready evidence
Policy, testing records and remediation history in a form internal audit and external reviewers accept.
Deliverables, not a status update.
- Accessible quoting, claims and renewal journeys
- A document pipeline producing tagged policy paperwork by default
- Timing and dynamic-content failures resolved
- Fewer claims deflected to the call centre
Services this draws on
- Digital Transformation
- Business Process Improvement
- Business Intelligence
- WCAG & Accessibility Compliance
Industry context: Insurance
Other situations we're brought in for.
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