01 / Capability
Dynamic Claims Experiences
Intelligent, personalised journeys that guide customers from first notification to resolution.
1 / 5One platform
Claims Lab
Control the experience. Improve the outcome.
The Editable Claims Experience Platform
Governed change
Live journey
Experience update
Create dynamic claims experiences.
Create
Preview
Approve
Publish
Improve customer outcomes. Give insurers complete control. Grow the business.
Why did we build Claims Lab?
After decades working in insurance, we kept seeing the same problem.
Insurers knew exactly what they wanted to improve and how they wanted to improve the customer experience.
But making even the smallest improvements often depended on internal IT priorities, external software providers, or lengthy development programs.
We didn't believe it had to be that way, so we built Claims Lab.
A platform that wraps around your existing platform, giving insurers complete control over how customer claims experiences are created, managed, governed, and continuously improved.
Not to replace your existing investment, to help you get more from it.
The question
Why pay for every change?
06 The platform
One platform. Five capabilities. Working as one.
Everything working together. Everything designed around one objective: helping insurers continuously improve the customer claims experience.
Dynamic Claims Experiences
Governed Decision Engine or Optional AI
Customer Portal
Site Builder
Connected Services & APIs
01 / Capability
Dynamic Claims Experiences
Five capabilities. One experience.
Customer Portal
One experience. Designed around the customer.
ClaimsPoliciesDocumentsMessagesSupport
AppointmentsRewardsAccessibilityLanguagesTrusted contacts
Site Builder
Continuous improvement becomes everyday business.
Business teams shouldn't have to wait months to improve the customer experience. Claims Lab gives insurers the ability to create, edit, preview, approve and publish dynamic claims experiences through a governed Site Builder designed for business users.
Create.Edit.Preview.Approve.Publish.
Motor journeys
Digital claims journeys. Made easy.
A motor claim should feel clear from the first question to final submission. Here are a couple of example screens from the journey.
The journey does the hard work in the background, so customers stay confident and claims teams receive cleaner information.
09 Decision Engine
Govern every journey.
Use optional AI journeys where they add value. Use decision engine journeys where the insurer wants fixed rules, approval and complete control.
Optional AI journeys
Use AI where an insurer wants intelligent suggestions, summarisation or support inside the journey.
Decision engine journeys
Use governed rules where an insurer wants fixed logic, auditability and no AI involvement.
Controlled together
Choose which journeys use AI, which use rules and which need approval before changes go live.
Built around real customers
Claims Lab was built from insurance experience. It starts with the moment customers need clarity, confidence and a route through the claim.
Not assumptions. Real customers.
Customers want to understand what is happening, why information is needed and what happens next. Claims Lab gives confident customers a fast route and gives vulnerable or uncertain customers a clearer path to human support.
Customers who prefer digital.
Digital confident customers get a fast self service experience with clear updates, fewer repeat questions and one portal to manage the claim.
They can move quickly without being forced into unnecessary contact.
Customers who need a human.
Customers who need human support get the time and attention they deserve, routed earlier to the right people.
Handlers spend less time collecting basic information and more time helping the people who genuinely need them.
10 Analytics
See what customers do. Improve what matters.
Behaviour
Understand how customers move through every journey.
Abandonment
Identify where journeys are dropping off.
Engagement
Measure what is working, screen by screen.
Improvement
Refine and republish without waiting months.
Founder
Julie Rodilosso
35+ years in insuranceMeet the founder
One challenge, on repeat, for three decades.
Claims Lab was created by Julie Rodilosso after more than 35 years in the insurance industry. Throughout that time, one challenge appeared again and again.
Claims teams know how to improve the customer experience. Customers know where journeys become confusing or frustrating.
Yet even the simplest improvements often depended on lengthy development projects, software change requests and months of waiting. Julie believed there had to be a better way.
Give insurers complete control over the customer claims experience.
Our belief
If you don't understand the problem, you can't solve it.
Claims Lab wasn't built because the industry needed another claims platform.
It was built because insurers deserve greater control over how customer experiences evolve.
Everything we build supports one belief.
Control the Experience. Improve the Outcome.
Book a demo
See Claims Lab in action.
Book a walkthrough of the platform and see how Claims Lab could work alongside your existing claims platform.
Book a demo