When the COVID-19 pandemic disrupted businesses worldwide, many companies struggled to make sense of their business interruption insurance claims. The process was complicated, deadlines were tight, and customers often dropped out due to confusion.

At Scale2Grow, we partnered with businesses to redesign this journey. Using our expertise in operational efficiency, workflow automation, and customer journey design, we created a process that turned frustration into results.

Challenges

Businesses faced significant obstacles during the COVID-19 claims process:

Complex and inefficient workflows.

Multiple touchpoints with no single point of clarity.

Confusing communication with legal and insurance jargon.

Low customer engagement and conversions.

Risk of missing deadlines due to unclear steps.

Solutions

Our approach focused on simplifying the process while improving efficiency and customer experience.

Operational Efficiency

Designed new sales fulfilment processes.

Implemented workflow automation tools to streamline operations.

Built Customer Success programs for long-term support.

Lead Generation Strategy

Launched integrated campaigns with:

Paid advertising

Email drip sequences

Outbound calls

Messaging built urgency and relevance: New Service Launched, Law Has Changed, Deadline For Claims.

Customer Journey Redesign

Replaced complexity with plain-English guides.

Introduced a Quick Quantum calculator to motivate faster engagement.

Assigned a single point of contact for each customer to build trust.

Results

The results spoke for themselves:

Higher lead generation through targeted campaigns.

Improved conversion rates as customers found the process simple and clear.

Increased efficiency with automated workflows.

Boosted customer satisfaction with transparent communication and one-point contact.

More businesses were able to successfully secure their COVID-19 business interruption claims.

Operational Expertise

Design, development and implementation of operational

processes for sales fulfilment

Implementation of workflow tools to make operations

more effective and efficient

Expertise in building Customer Success programs for

service and software-based businesses

Specifically

Integrated lead generation campaign using:

Paid advertising

Email drip campaigns

Outbound calling

Customer journey redesigned to simplify user experience

Plain English guides to the next steps

Quick quantum introduced to motivate lead conversion

Single point of contact through the validation process

Why This Matters

This case study highlights how operational expertise, workflow automation, and customer experience design can transform not just insurance claims, but any business process. If your organization struggles with complexity, inefficiency, or low customer engagement, the Scale2Grow approach can help.