Intact

A health insurance companion app.

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Intact is an AI-powered health insurance platform designed to simplify the claim experience. It guides users through every step, reducing confusion during critical health moments.

Contribution

Research, Branding UI/UX Design

Duration

2026 | 2 weeks

Industry

InsurTech

Understanding The Problem

Most policyholders, even well educated urban users cannot confidently answer basic questions about their own coverage, what procedures are included, what the sub-limits are, or how to file a claim. The policy document the only reference point and almost nobody reads it.

The consequence: the first meaningful interaction most people have with their insurer happens at the worst possible moment, in a hospital, stressed, needing urgent clarity on coverage.

Research & discovery

Research combined diary studies with recent claimants and a broader survey of active policyholders. Diary studies tracked anxiety and confusion across the full claims journey, from diagnosis through settlement. Four peak anxiety moments emerged consistently, at diagnosis, at hospital admission, during treatment, and at partial claim settlement.

The survey found that 68% of respondents had never read their policy document in full. Of those who had, fewer than a third could explain their own coverage to someone else. The most common question people wished they could get answered instantly, "Am I covered for [specific procedure]?"

Design decisions

The home screen opens with hello, a warm, direct greeting that signals this is a personal tool, not a corporate portal. Below it, "Your health cover, simplified" sets the product's entire value proposition without jargon. Everything on this screen is designed to reduce anxiety rather than add to it.

Brand Identity

Low Literacy Kiosk

Mobile Screens

UI Mockups

Outcome & reflection

By leading with coverage clarity, enabling immediate action, and offering on-demand AI-powered answers, Intact gives users agency at every stage of the insurance experience, not just at claim time.

"An app that a policyholder opens three times a year just to check their coverage is active is doing meaningful work , it's preventing the shock of discovering at a hospital that they didn't understand their policy."

Key design learning

The next design challenge: the claims status screen. Surfacing the right level of transparency about claim processing without creating anxiety through excessive procedural detail is a delicate balance, and one that deserves as much research investment as the home screen received.