roadsurfer · Claims · Customer account
Solving the customer account’s most complex problem: turning a fragmented claims process into a structured product.
The claims portal was the biggest project in the customer account and my most complex problem-solving initiative. Before it, customers could submit claims through different channels, while support teams had no centralised way to manage the process. I led the product initiative from discovery through the customer and backoffice experiences.
Problem
Bring a fragmented, operationally heavy process into one clear journey.
I worked with Customer Support agents and the CX team to understand how claims were handled and where the biggest pain points sat. I also partnered with Finance to understand challenges around compensation and payouts. Customers were using different channels to report issues, making the process difficult to structure, track and hand over efficiently.
Product work
Create one structured flow for customers and the teams behind it.
I led the product initiative for a guided claims experience in the Customer Account, allowing customers to structure issues, review what they had entered and intentionally submit a claim. In parallel, we built a solution in our backoffice tool for Customer Support to manage claims and for senior agents to review and approve them before handover to Finance. This created a consistent process from customer submission through operational handling and payout.
Product judgement
Connect customer experience with operational reality.
I treated the portal as an end-to-end operational product rather than just a customer-facing form. Discovery with Support, CX and Finance helped shape clear handovers, structured information and responsibilities across the process, so the solution worked for both customers and the teams processing their claims.
Outcome
The majority of claims now enter through self-service, with a measurable improvement in efficiency and cost control.
Customer-created claims reached 92%, while claims per booking fell by 34% after the submission flow was refined. During peak season, compensation payouts ran 65% below plan. The portal also established a consistent data foundation for measuring claim source, status, processing and payouts.