HDI Global SE is an international industrial insurer headquartered in Hanover. It offers tailor-made insurance solutions for industrial and commercial customers in over 175 countries, including property, liability, transport, cyber, and technical insurance. As part of the Talanx Group, HDI Global supports companies worldwide in managing risks and ensuring business continuity.

Initial situation and challenges

As one of the leading international industrial insurers, HDI Global processes numerous claims reports from a wide variety of markets and sectors every day. The previous claims reporting process was largely analog: customers reported claims by email, telephone, or post.

In B2B business, many large customers used their own tools and processes for claims reporting, which led to heterogeneous data formats and manual rework. For small and medium-sized customers, on the other hand, there was no modern, digital solution for reporting claims via the website.

The internal claims teams faced the challenge of reviewing, completing, and manually transferring incoming claims reports into the systems—a time-consuming and error-prone process that tied up valuable resources.

The goal was therefore to standardize, digitize, and harmonize the process in order to

• improve customer experiences
• automate internal processes
• meet compliance and security requirements, and
• create a basis for global scalability

It was particularly challenging to establish a uniform understanding of standardized claims reporting across all insurance lines and international subsidiaries. Together with the specialist departments from claims management, a new digital product was therefore developed: the online claims reporting system.

Strategic objectives

HDI Global pursued several strategic objectives with the introduction of digital claims reporting:

• End-to-end digitization of the “first notification of loss” process
• Automated claims creation in the systems without manual data entry
• Improved customer experience through faster and easier reporting
• Global scalability of the solution for international markets
• Consistent brand experience through uniform design and corporate identity

The user experience played a central role: intuitive forms, plausibility checks, and a responsive design ensure that claims can be reported quickly, easily, and without errors. A major advantage is the flexibility of the solution:

AEM Forms offers a comprehensive set of standard components that covers around 95% of all use cases. However, individual components can be developed at reasonable cost for the remaining specific use cases.

One such special use case came from the transport insurance division for automobile manufacturers.

To capture exact location data from storage locations, a geo-component was developed that enables precise localization. Instead of inaccurate address information, users can now mark the exact location directly on an interactive world map. For HDI Global, this is a clear example of how AEM Forms can efficiently map individual requirements and take the digital user experience to a new level.

Australia, for example, is using the new claims reporting system with country-specific adaptations – proof of the solution's high reusability and international scalability.

<yellow-line>"Thanks to our partnership with eggs unimedia, we have been able to significantly improve our claims process and can now offer our customers faster, more efficient claims settlement worldwide." </yellow-line>

Technology decisions

Adobe Experience Manager (AEM) Forms as a Cloud Service, the modern, cloud-based form solution from Adobe Experience Cloud, was chosen for the technical implementation.

Reasons for the decision

• Cloud-based architecture: maximum flexibility, scalability, and future-proofing
• High security standards – essential for the regulated insurance sector
• Continuous development by Adobe as a provider
• Easy maintenance and expandability without in-depth IT knowledge

HDI global chose eggs unimedia as its technical implementation partner – a long-standing and highly experienced Adobe partner with comprehensive expertise in AEM Forms.

Implementation & collaboration

The project began with a productive proof of concept in the AEM Forms cloud environment to validate the feasibility and benefits of the technology.

Internal teams from the areas of claims management, IT, digitization, and UX worked closely with the experts at eggs unimedia. Whenever additional specialists needed to be involved, coordination took place directly and efficiently via short communication channels.

This close, collaborative partnership formed the basis for the successful introduction of the new online claims reporting system.

The rollout began in Germany and is being gradually expanded internationally. The solution is designed so that adjustments for local markets can be made with minimal effort.

eggs unimedia impressed with its agile working methods, technical expertise, and close coordination with the specialist departments. Thanks to transparent communication and solution-oriented collaboration, the project goals were achieved quickly and efficiently.

With the introduction of the new solution, HDI Global has achieved measurable improvements, and digital claims reporting has become an important part of the customer journey, contributing significantly to increased efficiency and customer satisfaction.

Future and further development

The project forms the basis for further automation and digitalization within the claims processes. The following are planned:

• the integration of additional data sources and systems,
• expansion to other insurance lines and international markets
• as well as the continuous optimization of the user experience based on customer feedback.

With AEM Forms as a scalable platform and eggs unimedia as its technology partner, HDI Global is ideally positioned to continue on its path of digital transformation.