Claim Status Journey.
Allianz Direct.

Filing a claim is often stressful. Allianz Direct wanted to keep customers informed about their claim status in a friendly and on-brand way. There was a need for clearer communication so that customers know exactly what to expect, reducing unnecessary pressure on the call center. By making emails more visual and personalized, the message becomes clearer and the tone feels more approachable.

Develop personalized headers and emails for the four stages of the Claim Status Journey — for both car and home insurance. The emails needed to clearly show, at a glance, which stage the claim is in and what the next step is.

Data
✔ Type of insurance
✔ Claim number
✔ First name

Each stage received its own visual to clearly indicate the status: a notification for damage, a phone for missing information, a representative during processing, and a portal upon completion. Additionally, an email block displayed the current status directly, and a header clearly and friendly indicated which action was required.

The Claim Status Journey resulted in fewer calls and higher customer satisfaction. Allianz Direct demonstrates that even functional communication can enhance the customer experience: clear, friendly, and personal.