Initial Project Description: 

Many processes within the insurance industry are complicated and manual. Processes involving multiple parties, over and above a single insurer and customer, are more likely to involve frequent touchpoints, manual intervention and the exchange of duplicate information. These multi-party processes are costly for insurance companies, prone to error, and provide a poor customer experience. Blockchain technology offers the opportunity to streamline these multi-party processes. >> Read More 

Problem Statement:

As a customer, submitting extended health claims when covered by multiple insurance carriers is complicated and confusing. I am required to submit multiple times, often have to call in, and it takes a lot of time to get my money back.

As a secondary/tertiary insurance carrier, I don’t know whether the shared information on an EOB is valid. This can lead to required resubmissions, which lead to higher effort, cost, and decreased customer satisfaction.

Duration of Project:

  • 5 weeks

Project Participants: 

  • Great-West Life
  • Manulife
  • Sun Life
  • The Cooperators

Guest Organizations:

We would like to extent our gratitude to the team at msg for performing the technical build on this project.  

In addition, to our guest speakers:

  • Doug Heinzman (The Burnie Group)
  • Aman Samra, Jas Khehra and Naba Siddiqui (Espresso Claims)

Project Highlights and Milestones: 

During this five-week sprint, the team followed design-thinking methodologies to identify their problem statements and develop the final solution. The team:

  • Mapped “happy” and “sad” current-state customer journeys to identify points of pain and failure.
  • Issued a customer survey to validate pain points.
  • Developed future state processes, which were translated into requirements and handed over to the msg build team.
  • Developed a series of wireframes to represent the customer facing and insurer facing font ends of the solution.
  • Wrote and delivered the Innovation Report and Final Presentation.

FINAL OUTPUTS (CUSTOMER CLAIM PORTALS):

The final output of the project was a working blockchain prototype, built on Amazon Web Services (AWS) using Hyperledger Fabric. This MVP enables a customer to submit a single claim, and have it adjudicated by two insurance providers. In theory, any number of insurance providers and customers may be added to the solution. This would allow, for example, a single claim to be adjudicated by more than two insurers. For full access to our MVP, check out how to join Cookhouse Lab

Customer Portal, Claims History View: Grey Life Insurance

Customer Portal, Claims History View.png


Customer Portal, Claims History View: Green Door Insurance

Customer Portal, Claims History View 2.png


Claims adjudication portal for “Green Door” insurance

Claims Adjudication Portal.jpg


For those interested in joining one of our upcoming projects, please contact us or apply by submitting the form via each project details page.