ABHI: Making Claims and Service Requests Easier with App Tour Videos

The brief

Aditya Birla Health Insurance needed to make its digital claims and service-request journeys easier for customers to follow. Genesis combined presenter footage, app and website screen recordings, and clear on-screen instructions to create step-by-step navigation videos in a mobile-friendly 9:16 format.

The series covers tracking claims, responding to queries, finding network hospitals and raising cashless or reimbursement claims. App tours show customers where to tap, what details to enter and how to upload documents, with separate app-only and app-plus-website versions. A dedicated video also explains common submission mistakes, including missing documents, incorrect details and incomplete bills. The seventh video guides customers through raising a service request within the app.

Our approach

Genesis built the narrative around one clear promise: a service journey simplified for mobile viewing. The information was sequenced into short story steps so viewers could follow the message without the film becoming a list of disconnected claims or event moments.

The approach was effective because it reduced the message to a clear viewing journey. Strong information hierarchy and planned versioning made the content useful beyond a single placement or moment.

Execution

Script and narrative structure

Production, editing and motion-graphics treatment

Primary master and channel-specific adaptations

Genesis delivered the campaign video assets and platform-ready adaptations, with creative direction designed to keep the central idea consistent across every format.

Takeaway

ABHI Service Requests demonstrates how Genesis Media can translate a clear marketing objective into a practical content system, combining strategy, production and delivery while keeping the audience experience easy to understand.