After personally fighting a 22-month health insurance dispute, I designed and built an advocacy site to help others navigate similar claims — with an interactive timeline, redacted correspondence vault, and structured consumer guidance.
Over 22 months I fought a Care Health Insurance reimbursement claim — denied as "OPD-manageable" despite emergency pneumonia hospitalization. I accumulated 500+ pages of evidence, 33+ emails, and 60+ documents across grievance loops and an Insurance Ombudsman escalation. The claim ultimately settled at 96% (₹1,17,468).
Raw PDFs and email threads are unusable for stressed consumers researching their own disputes. I needed to turn that archive into a scannable, trustworthy, privacy-safe public resource — one that could help someone else avoid the same documentation loops.
"Insurance disputes run on paperwork fatigue. The site had to make 22 months of chaos navigable in under five minutes."
I mapped the content into four layers, ordered by how quickly a visitor needs orientation vs. depth:
Layer 1 establishes credibility before any personal data appears. Layers 2–3 answer "what happened and how bad was it?" in under 30 seconds. Layer 4 is the deep dive — the correspondence vault. Layer 5 converts the experience into actionable guidance for other policyholders.
A master–detail pattern keeps 11 milestones scannable on the left while correspondence loads on the right — avoiding endless scroll through mixed content types.
Insurer replies are rendered as familiar inbox UI (sender avatar, timestamp, body) so template rejections read as real correspondence, not flat text blocks.
Danger (denials, loops) and win (Ombudsman settlement) states use color-coded timeline nodes — users can spot turning points without reading every entry.
Names, policy IDs, phone numbers, and email addresses are visually redacted with dashed borders and a site-wide privacy notice — transparency without exposure.
22 months, 500+ pages, 33+ emails — surfaced as scannable stat cards so the scale of the fight is immediately legible.
Timeline sidebar stacks above the detail pane on small screens, preserving the interaction model without horizontal cramming.
This is the core interaction I designed and built. Select a milestone to see how clinical events, insurer denials, and escalation steps are presented together. The live site includes all 11 steps with full redacted correspondence.