Journey Map — Motor Insurance Claim

title "Motor insurance claim — Brightwater Insurance"
subtitle "Not-at-fault collision, car repairable, policyholder with six years' no-claims"
note "Illustrative example: Brightwater Insurance is fictional; the persona, quotes and figures are invented for demonstration."

persona "Gareth Price"
  role: 41, field sales rep who drives 25,000 miles a year
  goal: Get back on the road quickly without losing his no-claims discount
  needs: A courtesy car from day one | A single claim handler | Proof the claim is not his fault
  quote: "My car is my office."

phase "Incident"
stage "Accident"
  time: Day 0
  actions: Exchanges details with the other driver | Photographs the damage
  touchpoints: Roadside, Phone camera
  thoughts: "Thank goodness nobody is hurt."
  emotion: -1 Shaken
  pain: Unsure what evidence the insurer needs
  opportunity: In-app accident checklist that works offline
  owner: Digital
  metric: Claims with photos at first notice 39%

stage "First notice"
  time: Day 0
  actions: Calls the 24-hour claims line | Repeats the details after a transfer
  touchpoints: Claims line, SMS
  thoughts: "Why am I explaining this again?"
  emotion: -2 Exasperated
  pain: Call transferred with no notes passed on | Courtesy car only "subject to assessment" | 34-minute average wait
  opportunity: Digital first notice of loss with photo upload | Courtesy car confirmed on the first call when not at fault
  owner: Claims contact centre
  metric: First-notice handling time 31 min | Transfers per call 1.6

phase "Repair"
stage "Assessment"
  time: Days 1–3
  actions: Joins a video assessment | Receives a repair estimate of £3,420
  touchpoints: Assessor video call, Email
  thoughts: "That was quicker than I expected."
  emotion: +1 Reassured
  opportunity: Same-day video assessment as the default
  owner: Claims engineering
  metric: Assessed within 48 h 76%

stage "Repair"
  time: Days 4–15
  actions: Drops the car at an approved garage | Drives a courtesy car
  touchpoints: Approved repairer, Courtesy car, Text updates
  thoughts: "The courtesy car is smaller, but it's fine."
  emotion: 0 Patient
  pain: Parts delay adds 5 days with no explanation
  opportunity: Proactive parts-delay message with a new date
  owner: Repair network
  metric: Key-to-key repair time 11 days

phase "Resolution"
stage "Settlement"
  time: Days 16–40
  actions: Collects the repaired car | Receives the liability decision
  touchpoints: Repairer, Claim portal, Letter
  thoughts: "Not my fault, and the excess is refunded."
  emotion: +2 Relieved
  opportunity: Refund the excess the day liability is accepted
  owner: Claims recoveries
  metric: Excess refunded within 30 days 68%

stage "Renewal"
  time: Month 11
  actions: Receives the renewal quote | Compares prices
  touchpoints: Renewal letter, Comparison site
  thoughts: "A claim that wasn't my fault, and my premium goes up 14%?"
  emotion: -2 Angry
  pain: Premium rises 14% with no explanation
  opportunity: Explain how a non-fault claim is treated in the renewal letter
  owner: Pricing
  metric: Renewal retention after a claim 63%