Homebound Claims Desk
Every traveller's claim stamped closed before their flight home. No one boards unresolved.
The job
Resolves travellers' medical and travel-cover cases in their own language before they leave the country, and proves to the programme owner that none flew home with a case still open.
The moment
Travellers with open medical or travel-insurance cases are listed on a board like airport departures, sorted by how soon each flies home.
In the morning, the board shows 37 travellers with flights within 48 hours.
By evening, 35 rows read "resolved". One is an elderly woman whose son sends a thank-you in the family's own language as the flight boards.
The coordinator reads out the line the briefing is built on: no one boards unresolved.
What it does
- Stamp a stage
- Chase the guarantee
- Notify the traveller in their language
- Confirm before departure
- Send the programme report
What you see
A passport of stage stamps behind an airport-style departures board sorted by the countdown to each flight
What it moves
The share of travellers who fly home with an open case, the median hours until the hospital gets a guarantee of payment, and the share of cases the traveller confirms as closed.
Built for
- Citizens & customers
- Operations
- Partners & ecosystem
- Contact-centre operations
