Product Design
Claims Intake UX That Actually Gets Finished
June 28, 2026 · 6 min read
Abandonment in digital FNOL is a design failure, not a user failure. Here is how we cut drop-off on claim wizards.
Ask for photos before you ask for facts
People file claims in a parking lot, not at a desk. Capturing photos first anchors the claim, gives your adjusters something usable immediately, and lets the rest of the form be completed later.
One decision per screen
Long forms feel infinite. Splitting intake into short, single-question steps with visible progress consistently lifts completion in our client analytics.
Save state aggressively so a dropped call or a dead battery never costs the claimant their progress.
Tell them what happens next
A confirmation screen with a claim number, an expected callback window and the adjuster's name reduces inbound call volume more than any chatbot we have deployed.
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