ICICI Lombard Revamp
Modernizing the ILTake Care experience for millions of policyholders — simplifying a legacy 19-screen claim submission into a 6-step conditional workflow.
Nineteen screens to file a single motor claim.
ICICI Lombard's flagship policyholder application had grown organically over a decade of feature releases. Every new insurance product line and regulatory mandate added fields, exceptions, and nested forms. Policyholders accessing the app during stressful roadside accidents or medical emergencies faced cognitive fatigue and high abandonment.
Emergency Anxiety
Users filing emergency claims faced dense legal disclaimers and multi-step validations right at the start of the flow.
Fragmented Policies
Users holding multiple policies (Health, Motor, Home) had to navigate separate silos with no unified status dashboard.
Opaque Claim Progress
Once submitted, claims had no real-time telemetry, overwhelming customer support call centers with status queries.
Mapping decision trees before drawing wireframes.
We shadowed claim assessors across 6 cities to map how claims are evaluated in reality. By converting a static 19-screen checklist into a smart, rules-driven conditional flow, only relevant fields are surfaced dynamically based on incident type and policy coverage.
"In emergency insurance moments, design empathy isn't about pleasant illustrations—it's about removing every non-essential question until the user feels safe."
— Sarvesh Sawardekar, Senior UI/UX DesignerExplore the Verified Figma Prototype
Inspect component guidelines, interaction specs, and the 6-step conditional claims flow.