Context

In 2020, Luko is at the peak of its growth. The claims management team works the old-fashioned way: Excel, informal exchanges, no visibility on who manages what. Faced with a massive influx of insured individuals, Luko wants to industrialize claims management.

Problem

The profession is highly regulated, IRSI conventions, CIDE-COP, common law, and each claim follows its own logic depending on the type, amount, and involved parties: the insured Luko, other insurers, experts, property managers, co-ownerships, the Buildings of France. No tool on the market manages this complexity. No source of inspiration.

Solution

Two-month immersion alongside claims managers to learn the profession, map exceptional cases, and design a complete management tool, visualization of ongoing files, traceability of participants, clear procedures by type of claim.

Result

Significant acceleration in processing files, reduction of input errors, and better inter-team communication. The tool also facilitated recruitment: a visible and structured process reassures new claims managers.