First in Uzbekistan: insurance without an office visit

Until this autumn a Gross customer who had an accident, or who wanted to cancel a policy, had one route: go to an office, write an application by hand, and wait. The whole thing took several weeks. In September 2026 we moved both into the customer cabinet on gross.uz, and the customer can follow each request there until it closes. Gross was the first insurer in Uzbekistan to do it.

Why these two first

Most of the phone calls and most of the queue at the offices were about exactly these two things. Both come at a moment when the customer is already having a bad day: after an accident, or when they have decided to leave. A trip to an office to fill in a form by hand is the worst possible answer to either.

Identity first

Both start with MyID, the national digital identity. Once the person is confirmed, the cabinet knows their policies and the form does not have to ask who they are. The confirmation stays valid for 30 minutes, so a customer who steps away to find a document does not start again. If there is nothing to cancel, the cancellation flow does not ask for MyID at all.

A claim, step by step

• The application is a step-by-step wizard. Each form appears on the step that needs it, and the fields check themselves as you type.
• A customer does not have to be signed in to start: MyID comes on the second step.

Cancellation without surprises

• The customer picks the policy and the reason. A supporting document is optional.
• Policies that cannot be cancelled are not hidden. They are shown as locked, so the customer sees why instead of wondering where the policy went.
• Special cases are part of the flow, not a call to the office: cancelling a Schengen travel policy, for example, needs the letter from the embassy, and the form asks for it.
• The refund goes back to the card.

Follow it in the cabinet

Sending a request is half of the job. The other half is the question behind most calls to an insurer: "where is my request now?". So every request, a claim or a cancellation, lives in the cabinet from the moment it is sent:

• It shows its steps with dates, so the customer sees what has happened and what comes next.
• A countdown shows how many days are left until the decision.
• The status sits right under the title, and the list of requests can be filtered.
• When the request is closed, it says so. The letters about a claim can be downloaded, and the payout details are shown in the claim itself.
• For a cancellation, the policy card shows the status and links to the request.

A request with its status and dates in front of the customer answers the question without a call.

What changed

We have not announced these functions yet, and customers already find them on their own and file requests online every week. What used to be a trip to the office and a handwritten application is now a few screens in the cabinet. The cancellation funnel is tracked step by step in Yandex Metrica, so we can see where people stop. The November ad campaign will announce both.

What I would tell another team

• Start with the request that fills the phone lines and the queues. That is where the customer and the company both lose the most time.
• Put identity first, so the form knows who it is talking to and asks only what it does not know.
• Show the status and the dates after sending. A request without a status turns into a phone call.
• Show what cannot be done, and why, instead of hiding it.
• Measure the funnel from the first day, not after the first complaint.