Auto insurance claim process
Merrow Mutual’s auto claims in six stages, from first report to recovery. Drill into evaluating the damage and making the offer, lane by lane.
Process 
Process map 
Swimlane diagram 
Business process 
Drill-down 
Insurance Views in this map
- 1 Claim lifecycleSix stages from the first report to recovery; 11 days median for a repairable car.
- 2 Evaluate the damagePhotos to settlement offer: an AI estimate first, people for total losses and big offers.
- 3 Make the offerThe offer, the claimant’s answer and the payment it releases.
Lifecycle ▸ Evaluate ▸ Offer
Flows to play
- A claim, end to endA fender-bender with a repairable car, stage by stage.
- Repairable carThe common path: the AI estimate holds and the offer is within authority.
- Total lossThe repair costs more than the car is worth.
- First offer acceptedWhat 86% of claimants do: accept, sign, and get paid.
The model behind it
66 records of 10 types. Every box on the map is one of them, so the filters and the record panel read the same data.
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Activities 28 -
Stages 6 -
Systems 6 -
Documents 5 -
Measures 5 -
Roles 4 -
Business rules 4 -
3 more types 8
Filters
Automation and Performed by: pick a value and everything else fades.
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