HSB / Munich Re · Case Study · Specialty Insurance

Connecting field inspections to claims operations.

Digitizing inspection workflows and integrating field evidence into enterprise claims processing.

Inspection form on tablet
Tablet · Inspection form
Attachments screen on tablet
Tablet · Attachments
Claims platform on desktop
Desktop · Claims processing
At a glance
Client
HSB / Munich Re
Role
Senior UX/UI Designer
Platforms
Android tablet app & desktop web app
Focus
Field inspection & claims processing
Tools
Axure, Adobe XD, Ant Design framework
i. The Problem

Inspection and claims worked as two separate systems.

Field inspection and claims processing were never really connected. What inspectors captured on-site had to be rebuilt by hand before claims teams could act on it.

01

Paper-based inspections

Inspectors filled out long investigation forms by hand during site visits, with no structured capture and no consistency.

02

Disconnected photo & document workflows

Photos and supporting documents were handled separately from the report, so field evidence was hard to link.

03

Manual handoff into claims

Claims teams re-entered field data by hand, which slowed intake and introduced gaps and errors.

ii. End-to-End Workflow

One workflow, from the field to the claim.

The two apps were designed as a single connected flow. Evidence captured on the tablet in the field became structured input for the desktop claims process, with no re-keying in between.

Inspection
Request
→
Field
Inspection
→
Form
Completion
→
Photo & Document
Upload
→
Image
Annotation
→
Claim
Creation
→
Adjuster
Assignment
→
Reserves &
Payments
→
Claim
Review
Field Inspection App · Android tablet
Claims Experience · desktop web
iii. Field Inspection Experience
Android Tablet Built for site conditions

A long paper form, rebuilt as a structured tablet workflow.

I worked with business and engineering teams to break the Report of Investigation into structured, tabbed sections, so inspectors could move through a long form without losing their place.

Photos and documents were captured directly inside the report and classified on upload. Before submitting, inspectors could annotate images, cropping, adjusting, and marking up evidence so it arrived ready for claims.

Report of Investigation form on tablet
A
Report of Investigation The full investigation form, organized into labelled, tabbed sections. Grouped fields, dropdowns, and multi-select object lists let inspectors complete a detailed record without missing context. It replaced a dense paper form with a guided one.
B
Attachments, photos and documents
Attachments & uploads Photos and documents captured in two clear panels, classified on upload, with status shown for each file.
C
Photo preview and editor
Image annotation A built-in editor for cropping, adjusting, and marking up photos with arrows, shapes, and notes before submission.
From field evidence to claim processing
Field Inspection App → Claims Experience

Completed inspection reports, uploaded documents, and annotated images didn't sit in a silo. They became structured inputs the claims team could open, validate, and act on, without re-entering the data.

iv. Claims Experience
Desktop Web Built for claims teams

Guided claim creation for complex specialty insurance.

I designed the desktop platform as a guided, step-based flow that moved from policy lookup through to a reviewed claim, keeping key claim details visible so users always knew where they were.

The hard part was claim processing: reserves, payments, and ceded amounts across multiple damage types. I organized it into summary cards and detail tables with clear status indicators, so adjusters could read the state of a claim at a glance.

A
Claim processing, reserves and payments
Reserves & payments Claim processing opens with summary cards (total gross, deductible, net loss, ceded) above the payment and indemnity tables. The financial picture reads top down: headline numbers first, detail on demand.
B
Policy lookup, create new claim
Policy lookup Claims start from a policy search rather than manual entry, surfacing the right transaction before anything is created.
C
Claim setup and assignment
Claim setup & assignment Client, broker, and adjuster details pre-populate from the policy, so setting up and assigning a claim stays low effort.
Screens reflect the IA, interaction patterns, and structure of the work. Equipment data, policy numbers, and personnel shown are illustrative.
v. Key Design Decisions

Four choices that shaped the work.

01

Structured complex workflows into guided steps

Long forms and multi-stage claim creation were broken into clear, sequenced steps with persistent context.

02

Reduced duplicate data entry

Field evidence and policy data carried forward instead of being re-keyed, cutting effort and error between teams.

03

Connected field evidence to claims operations

Photos, documents, and annotations stayed attached to the record, so claims teams worked from what the field actually saw.

04

Simplified reserve and payment visibility

Summary cards and status indicators surfaced the financial state of a claim before users dug into the detail tables.

vi. Outcome

What the work made possible.

Both platforms shipped. These reflect the direction of the work. No proprietary metrics are available to share.

  • ↗

    Reduced reliance on paper-based workflows.

  • ↗

    Improved inspection documentation consistency.

  • ↗

    Supported faster claims intake.

  • ↗

    Made operational data easier to review.

The real shift wasn't making forms digital. It was connecting the right information across the workflow, so what happened in the field could actually be used downstream.

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