PLUM / Claims / System Design

Helping first-time claimants file reimbursements effortlessly

Replaced manual claim filing with a guided product workflow that enabled self-service submissions and reduced operational effort.

/ About Plum

Plum is an insurtech company focused on corporate insurance and expanding into healthcare and B2C space.

/ Context

There are three types of insurance claims

  • Emergency

  • Planned treatment

  • Reimbursements


Emergency and planned treatments are cashless claims. Reimbursements formed more than 45% of overall claims and required users to submit documents after treatment to receive payment. We observed many users struggling to complete reimbursements.

/ problem

The process was not fully digital. Users first had to download and fill a claim form manually and upload all documents. There was no logical grouping of steps and no guidance based on treatment type. Users did not know what information was required or when it would be used. Because of this, users made frequent mistakes and had to repeatedly correct submissions with support help. The journey required effort from both users and operations to complete a single claim.

/ Why this problem was critical to solve

For many employees, reimbursement is the first time they truly experience how insurance works. When users could not complete claims correctly, they depended on support and operations had to manually fix submissions. This increased processing time and operational cost, and reduced confidence in the product. To scale insurance digitally, the product needed to guide users through the process before submission, not correct it after.

/ pain points

  • Unclear requirements

  • Confusion around documents

  • Repeated corrections after submission

  • Dependency on the support team

  • Manual verification effort

  • Long submission delays

/ design goals

Help users understand what to do at each step and complete claims correctly without assistance.

/ Final Designs

Redesigned the reimbursement flow as a guided journey instead of a form.


Instead of asking users to fill the claim form, the product collects structured inputs step-by-step and generates the insurer-ready claim automatically.


Throughout the journey:

  • Contextual help explains what and why

  • Required documents shown based on category/treatment

  • Errors detected before submission

  • Bank proof replaced with penny-drop verification


The product educates users while they complete the claim and removes manual interpretation. The system was launched for ICICI and Digit policies, covering most customers on Plum.

/ Final design

Interactive prototype