Bajaj General
2026
Designing a Self-Service Employee Insurance Experience for Bajaj General
Consolidated policies, claims, health cards, and family coverage into one employee app reducing dependency on HR for routine insurance tasks.
Overview
Building a Self-Service Insurance Experience for Bajaj General
Bajaj General Insurance employees previously relied on the HealthySure app to access policy information, but the experience was limited to policy viewing. The opportunity was to create a dedicated employee platform that consolidated policies, claims, health cards, and family coverage into a single experience.
Problem
Accessing Insurance Services Required Too Much Effort
Insurance info scattered across multiple touchpoints
Employees unsure about cashless vs. reimbursement claims
HR fielding repetitive queries: policy details, health cards, hospital info
Engagement was reactive employees only checked in when something went wrong
Research
Understanding Employee & HR Pain Points
To better understand the existing experience, I conducted stakeholder discussions, reviewed current insurance workflows, and analyzed common support scenarios across policy management, claims, and employee servicing.
Key Insights
Employees Needed Information Instantly
Users expected quick access to policies, health cards, and claims without navigating multiple channels.Claims Were A Major Point Of Confusion
Many employees were uncertain about cashless versus reimbursement claim journeys.HR Teams Were Handling Repetitive Requests
Policy details, health card access, and hospital information were among the most common support queries.Insurance Engagement Was Mostly Reactive
Employees typically interacted with benefits only when needed, resulting in low awareness of available services and resources.
Ideation
Transforming Insurance Workflows Into Self-Service Journeys
Studied inspiration across employee, healthcare, and utility apps to shape navigation and dashboard patterns.
Design Principles:
Self-Service First, complete tasks without HR
Action-Oriented, prioritize high-frequency tasks (view policy, download health card, raise claim)
Simplified Decisions, break complex insurance steps into guided paths
Accessible Information, critical info always easy to find
Inspiration Board:
User Flow:
Designs
A Connected Insurance Ecosystem
Login, removed the password barrier entirely
Three entry points (WhatsApp, OTP, magic link) instead of a traditional email/password flow designed for a workforce that isn't necessarily tech-first, where a forgotten password is a support ticket waiting to happen.
Home, one glance, one policy, one action
Led with the active policy card and three Quick Actions (File Claim, Health Card, Hospital) above the fold the three tasks research showed employees came back for most. Everything else (Health Bites, secondary policies) sits below, deliberately deprioritized.
Health Cards, turned a static document into a live utility
Digital health card with embedded QR replaces the physical card employees used to hunt for at the hospital counter. Sum insured, dependent details, and validity dates sit on the same screen no tab-switching mid-emergency.
Claims, resolved the #1 confusion point up front
Cashless vs. reimbursement was the most common point of employee confusion in research. Rather than bury this in a claim form, it's the first decision point shown side by side with the exact tradeoff (scan & pay, no advance vs. refund in 7–14 days) so employees choose correctly the first time instead of starting the wrong flow.
Impact
Creating a More Accessible Insurance Experience
Centralized policies, claims, health cards & family coverage into one experience
1 centralized flow replacing scattered employee insurance touchpoints
Reduced navigation effort through dashboard-first prioritization
Live product, currently supporting Bajaj General Insurance employees
Currently live and supporting employees through a centralized insurance self-service experience.
