Insurer workflow example · illustrative
What an insurer hand-off can look like after a death.
This page shows a credible insurer hand-off model: the claim is processed, the family is given a practical next step, and the admin burden is organised instead of being left to drift.
What this page shows
How the insurer can extend support beyond the payout without expanding into legal advice.
How families move from a claims interaction into one practical workflow for documents, institutions, blockers, and next steps.
How claims and support teams can reduce avoidable follow-up while still offering something materially useful.
The hand-off sequence
Four moments. No extra theatre.
Moment 01
Claim approved
The payout decision is made. Normally the insurer relationship would start winding down. Instead, this is where the practical support layer starts.
Moment 02
Simple hand-off
The claims handler sends the family into Passage with one explanation: this is where the rest of the admin gets organised.
Moment 03
Family builds the working pack
Death certificate, will status, ID, account details, property context, and key institutions get collected into one visible workflow.
Moment 04
Support calls drop in complexity
The family can see what is done, what is blocked, and what comes next without repeatedly coming back to the insurer for generic guidance.
What the claims team says
“The claim is now in motion. The next challenge is the paperwork and institutions that still need handling. We use Passage to give families one place to organise that work.”
What the family sees
One workflow for documents, institutions, blockers, and next steps.
No need to translate sympathy copy into practical action.
No confusion about whether the insurer is now handling probate or legal advice.
What the buyer should notice
This is a distribution layer, not a concierge service.
Related guidance
Show the surrounding workflow too.
The hand-off only makes sense when the adjacent family workflow is also visible. These pages do that work.
Main insurer page
See the core insurer positioning, family workflow, and operating model for partner review.
Product demo
Open the four-part workflow that sits underneath this insurer hand-off model.
Probate workflow checklist
Useful when insurer buyers want to understand the family admin sequence beyond the claim itself.
How Tell Us Once works
One of the clearest examples of an early admin shortcut families still need alongside the claim journey.
FAQ
Common questions about the insurer workflow.
Is this a real insurer case study?
Open
No. It is an illustrative workflow showing how Passage fits between the claim decision and the practical admin that follows. We have deliberately avoided invented client names, metrics, or outcomes.
Why use an illustrative workflow?
Open
Because insurer buyers need to see the operating model clearly. This page shows how claims, family communication, and the post-death admin workflow connect without pretending there is already a public reference account.
What is the insurer actually offering here?
Open
A clean transition from the claim event into a practical family workflow for documents, institutions, blockers, and next steps. It is operational support, not legal advice.
Insurance partner review
Review the workflow, then decide where it fits in your claims and bereavement journey.
The main insurer page explains the commercial case. This workflow page shows the hand-off in practice. The product demo shows what families actually use.