Product and Value Proposition
Our innovation delivers a fast, inclusive and reliable way for customers to submit a claim notification first notice of loss (FNOL) and receive immediate confirmation, while enabling real-time tracking of the claim status from registration through assessment and resolution. It reduces uncertainty at the most stressful moment for the customer, improves the quality and timeliness of information captured at first contact, and shortens cycle times, helping VIVA Seguros respond better to emerging risks (e.g., increased frequency of weather-related events, mobility incidents and complex losses) through earlier triage, prioritisation and escalation.
Designed for accessibility, the journey is mobile-first, uses simple guided steps, and works on low-bandwidth connections, reducing the need for branch visits and repeated calls. From a technology standpoint, it standardises FNOL data capture via structured forms, validations and secure document/photo upload, and exposes claim milestones through an integrated status layer so customers and internal teams see the same progress updates. Our development strategy followed an iterative approach with claims operations and customer feedback loops, prioritising usability, privacy and security-by-design, and scalable integration with core claims systems to enable future automation (e.g., smart triage rules and proactive notifications).
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