Redesign the claims experience for a health insurance app

• What causes most claim resubmissions?

  Support logs point to two causes: a required document that members didn't know about, and photos that are blurry or cropped. A claim-type checklist fixes the first; a photo quality check at upload fixes the second. Test both, since a checklist alone won't stop unreadable uploads.

• What should the status timeline show?

  Four stages — Received, In review, Decision, Paid — each with a date. Under 'In review', show who is looking at it and the expected decision date as a range. If more information is needed, show exactly what and a one-tap way to send it.

• How do we write rejection reasons members understand?

  Lead with what happened in plain words, then what they can do: "We couldn't read the hospital bill. Upload a clearer photo and we'll review it again within 3 days." Keep the policy clause as a secondary link, not the headline.

Questions here don't create conversations in the sample project.