📋 Business Analysis & Process · Journey Map
Insurance Claim Customer Journey
A policyholder's experience of a health insurance claim, from hospital admission to reimbursement, showing where uncertainty and waiting hurt.
Drawing diagram…
What this diagram shows
- Customer view that complements the claims swimlane
- Waiting for approval as the lowest point
- Stages from admission to money received
Prompt used
Customer journey map for a health insurance cashless claim: the patient is admitted, the hospital desk requests pre-authorisation, the family waits for approval, treatment happens, discharge is delayed by final approval, and the customer gets a claim settlement message.
Mermaid code
journey
title Making a cashless health insurance claim
section Admission
Gets admitted to hospital: 3: Patient, Hospital Desk
Shares policy details: 3: Family, Hospital Desk
section Approval
Waits for pre-authorisation: 1: Family
Gets approval SMS: 4: Family, Insurer
section Treatment
Receives treatment: 4: Patient, Doctor
section Discharge
Waits for final approval: 1: Family, Insurer
Gets settlement message: 4: Family, InsurerRelated templates
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