AXA Invoice Portal: Rethinking claims processing for repair shops
A digital portal gives repair shops full visibility into the status of every invoice, reducing questions, shortening processing times and lowering process costs.
The result in one sentence
Fewer questions, faster processing and full status visibility for repair shops.
UX Researcher, UX/UI Designer, Advocate for Customer Centricity
Business Analyst · Product Manager · Front-end Developer · External Agency
Invoice review in a motor claim relied on email, phone calls and patience.
Incomplete submissions
Repair shops submitted invoices without knowing which supporting documents were missing.
No transparency
Neither the current status nor rejected line items were visible.
Goal
A portal that makes submission and review predictable for both sides.
Every missing piece of information created a question, and every question added days.
High manual effort
Clarifications between AXA and repair shops consumed capacity on both sides.
No status visibility
Repair shops had to call simply to find out what was happening.
Frustration as a side effect
The process affected the partner relationship, not just operating cost.
Transparency as a product principle, developed with users rather than for them.
User-centred portal
Clear status for each invoice, visible requirements and understandable explanations for rejected items.
Co-working with business and agency
Close collaboration instead of a long specification document significantly accelerated implementation.
Usability tests with repair shops
Real users were involved early to secure comprehension and acceptance.
Shorter processing times
More complete submissions noticeably reduce clarification loops.
Fewer questions
The coordination effort between AXA and repair shops drops measurably.
Higher partner satisfaction
Transparent status instead of waiting on the phone.
Delivered within a few months
Including testing and iteration.
What I take away from it
Co-working beats a specification document
Business, development and design at the same table move faster than any handover document.
End users belong at the table earlier
Tests with repair shops changed the product most. Today I involve them even earlier.
AXA customer documents: Policies you can understand without an adviser
A new document standard at AXA, easier for customers to understand and reducing the burden on advisers.
AXA Garage Portal: The future vision that was built in 2025
From a vague idea to a tangible target vision. A foundation for the AXA garage portal launched in 2025.
Conversational claims status for AXA: Validated prototype in 3 months
Validated prototype in 3 months, key pain points solved and support demand addressed.