Customer Journey Map
The experience curve
How each touchpoint performs against what the customer expects.
Fix first
The frictions that hurt the most.
Customers try the app and the website first, but the app is too basic to file a claim and the website only redirects them to a phone number. And the phone depends on an agent being free: they wait on hold, with the music, before anyone even takes the claim. They end up on a call they did not want, after a wait they did not need, with no record of what was agreed and no way to follow up. The digital channels exist, but they are empty exactly where they matter most.
The damage assessment must be done in person by a loss adjuster, and that is fine. But everything around it is opaque: the customer is told someone will call to arrange it, and no one does. It should be orchestrated digitally: a calendar to pick a day and time slot when they can be home, an 'adjuster on the way' notification, and a clear explanation of what the adjuster will do (access the home, then the neighbor's) so the customer is ready. Keep the human where it is needed, make everything around it digital.
After filing, the customer hears nothing. During the most anxious moment, silence reads as 'they do not care,' and every day without an update erodes trust and renewal. There is no timeline they can check.
Aegis wins nothing at the moment that matters most. A claim is when the customer finds out whether the insurance was worth it, and here it is handled by phone because the app and the website, where customers look first, do nothing for a claim beyond redirecting to a phone number. The channels exist but are empty at the moment of truth, the phone even makes them wait on hold before the claim is taken, and after that comes silence. The fix is not a cheaper premium or a new app, it is a digital home for the claim: file and track it online, orchestrate the human assessment digitally, and show a live timeline with proactive updates. And when a phone call does happen, it must be coordinated with the rest and logged into the same claim, not a separate silo. In insurance, trust is built or lost at the claim, and silence is what customers remember and cancel over.