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limena for insurance

A policy nobody can read is still a policy.

Insurance runs on documents the customer is bound by. When a policy can’t be read, or a claim can’t be filed online, the barrier sits inside the contract itself. limena finds it, prices it, and routes it to the team that owns it.

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File a claimclaims.example.comCan’t be completed
  1. Your policyPasses
  2. What happenedPasses
  3. PhotosBlocked
  4. SubmitNot reached
Barrier identified

Photo upload can’t be reached by keyboard

Policyholders who use a keyboard can’t add the photos the claim requires, so it can’t be submitted online and goes to the phone line.

WCAG 2.1.1Claims squad · Jira
Claims handled by phone instead$836,000 a year38,000 claims × 5.5% who can’t upload photos × $400 to handle a claim by phone
VerificationPending: re-tested when the fix ships
Illustrative example, not a real finding.

In insurance, the barrier is inside the contract.

Most sectors worry about a page someone can’t use. Insurers also have to worry about a document someone agreed to and could not read.

  1. The document is the contract

    Policy wordings, declarations and renewal notices are what the customer agreed to. An untagged PDF is a contract some customers can’t read.

  2. A claim has no shortcut

    A claim is filed once, after something has gone wrong. A form that fails at the upload step sends the customer to a phone queue, or to a complaint.

  3. Brokers publish under your name

    Quotes and policy documents reach many customers through broker portals you didn’t build. The customer sees your brand either way.

What limena ranks first

Ranked by what stands between a customer and their cover.

Three findings from one insurer, in the order limena puts them.

  1. Claim: photo upload not keyboard reachableBlocks claims, phone fallback$836,000/yr
  2. Policy wording PDF: headings are styled textContract can’t be readHigh
  3. Quote: errors not tied to their fieldsSlows quotesMedium
Laws covered
  • ADA Title III
  • EAA (EN 301 549)
  • AODA
  • Accessible Canada Act

Start with the claim form.

We’ll run limena on one of your journeys and show you each barrier priced, who owns the fix, and what to do first.

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