Customer journey map for a home insurance claim

This journey map describes a homeowner navigating a claim after a burst pipe. The customer must act quickly to document damage and understand urgent next steps, then provide evidence and coordinate with an adjuster. The repair stage brings another set of decisions about contractors and what the policy covers. Finally, the settlement needs to be understandable enough for the customer to close the claim with confidence. The map creates a shared view for claims, communications and repair-network teams. It is not a policy interpretation; it is a hypothesis about the customer experience that should be checked against call reasons, complaint themes and interviews with people who have recently completed a claim.