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InsuranceConfidentialFlagship

Insurance Policy Renewal

A voice + visual self-service journey for policy renewal — policy details, benefits, payment and confirmation without waiting for an agent.

Client

Major Indian Insurer (confidential)

Role

UX/UI Designer — flow design, screens, prototype, component states, developer collaboration.

Platform

Mobile · Voice + Visual UI

Confidentiality: Client identity, policy data and any screenshots are confidential. The journey and design decisions below are sanitised to patterns.

Visual IVRInsuranceRenewalPayment
OverviewContextJourneyUX DecisionsInteractionEdge CasesScreensLearnings

01Overview

A Visual IVR journey for policy renewal: the customer calls, sees their renewal on screen, reviews policy details and benefits, pays, and receives confirmation — all in one call, without an agent.

02Context

Renewal inquiries were a large share of contact-centre volume. Customers wanted to renew in minutes without navigating voice menus or waiting in queue; the insurer wanted deflection without damaging trust in a regulated product.

03User Journey

Renewal journey

  1. 01

    Renewal due

    Caller identified; screen shows 'Your policy renewal is due'.

  2. 02

    Policy information

    Policy number, vehicle, tenure and premium shown in clear cards.

  3. 03

    Benefits

    What renewal covers — progressive disclosure, no walls of text.

  4. 04

    Payment

    One primary payment path with alternatives one step away.

  5. 05

    Confirmation

    Reference number, e-policy availability and next steps.

04UX Decisions

01Show the amount early

Premium appears with the policy summary, before any commitment. Hiding the number until late felt like a trap — showing it early builds the trust renewal needs.

02Benefits via progressive disclosure

Coverage is shown as concise card summaries with expandable detail, instead of long policy text on one screen.

03One payment path first

The journey proposes one default payment method; alternatives are one step away rather than a flat menu of options.

04Explicit confirmation before charging

A final review screen states the amount and what happens next before any payment is initiated.

05Post-renewal clarity

Confirmation explains how to download the policy and what happens if the payment was already processed elsewhere.

05Interaction Design

States, transitions and behaviour — not just the happy path.

Policy lookup

Explicit 'Checking your policy…' state so the caller knows the system is working, not silent.

Payment processing

Spinner plus reassurance that the payment is being confirmed — never an empty screen.

Payment failure

Plain-language failure, whether money moved, and retry or alternative-method options.

Already renewed

A state for customers who renewed elsewhere — confirms their status instead of selling again.

Success

Reference number, e-policy download path and confirmation via SMS after the call.

06Edge Cases

Good UX is what happens when things go wrong. Each case: the problem, the user-facing message and the recovery action.

Policy not found

Edge case

The policy number does not match the caller identity.

“We couldn't find a policy matching these details.”

Recovery: Verify with alternate fields or offer agent handoff with context.

Already renewed

Edge case

The policy was renewed through another channel.

“Good news — this policy is already renewed.”

Recovery: Show the active policy period and how to download proof.

Payment declined

Edge case

The payment method is rejected.

“Your bank declined this payment. Nothing was charged.”

Recovery: Retry, switch payment method, or complete over the call with an agent.

Premium mismatch

Edge case

The premium differs from what the user expected.

“Your premium includes the state's GST and no late fee.”

Recovery: Break down the amount so the difference is explained, not hidden.

Network timeout

Edge case

The visual session drops during payment.

“Your payment hasn't gone through. Let's check again.”

Recovery: Poll the transaction status before showing failure; resume the journey safely.

07Final Experience

Primary action

Renewal offer screen

Renewal offer screen

Policy summary with the premium visible up front — trust before commitment.

Schematic placeholder — add an approved screenshot via data/case-studies.ts

Primary action

Benefits, expanded

Benefits, expanded

Coverage as concise cards with progressive disclosure instead of policy walls of text.

Schematic placeholder — add an approved screenshot via data/case-studies.ts

Primary action

Review before payment

Review before payment

Final confirmation states the exact amount before any charge is initiated.

Schematic placeholder — add an approved screenshot via data/case-studies.ts

Primary action

Renewal complete

Renewal complete

Reference number, e-policy download and SMS confirmation after the call.

Schematic placeholder — add an approved screenshot via data/case-studies.ts

08Learnings

  • In insurance, the premium is the interface. Surface it early and break it down.
  • Edge states like 'already renewed' are mini-products — they protect trust more than any happy-path polish.
  • A payment journey must never guess: always verify transaction state before messaging failure.

Next case study

Pre-Approved Credit Card Onboarding

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