The more information you collect when a customer files a claim (and the faster you get it), the easier it is to process. If the loss is covered and everything’s in order with the filing, payout is also quicker.
Digital first notice of loss (FNOL) is convenient and fast for both claimant and carrier — as long as the right technology pieces are in place. But are they?
Submitting claims over the phone or via manual forms is time-consuming and inconvenient for customers and, in the long run, expensive for insurers. It also requires more follow-ups with the claimant to fill in any blanks about the claim before settlement can happen.
Many insurers do have an online claims submission process … but is it necessarily much faster or more streamlined than old-school paper? — Not if it isn’t seamlessly integrated with their core system and other parts of the tech stack, like their customer data and policy administration platforms. Also, if the submission process is the same for every claim, claimant follow-ups are almost inevitable, slowing down the overall process and irritating the customer.
The digital FNOL process within ClaimSmart™ from EIS isn’t just a web- and mobile-accessible version of old paper processes; it’s driven by intelligent automation. When a policyholder reports a loss, sophisticated, reflexive questioning asks them questions based on their specific circumstances and policy coverage. After receiving answers, the FNOL workflow directs the claim accordingly, reducing the need for follow-ups. Automated alerts keep the customer informed on the claim’s status.
Our FNOL guides claimants with automated reflexive questioning, so customers provide comprehensive loss information up front and adjusters are better prepared for each claim.
The FNOL process also includes an initial risk score so insurers are immediately aware of any fraud possibility.
Open API connectivity enables event-driven processes (i.e., alerts sent to rental car agencies or contractors for home repairs) that make customers’ lives easier.
Airtight data integration with EIS Suite™ and its core products — or any other major third-party core system — accelerates downstream processes, such as adjudication and subrogation.
A Japan-based international P&C insurer that adopted ClaimSmart for FNOL processing can now offer 24/7 web or mobile claim filing, including easy document and photo uploads. This significantly improved customer experiences and boosted the insurer’s NPS.
By offering digital FNOL, the same Japan-based insurer reduced call center volume by 20% and follow-ups by 30%. This helped improve operational efficiency while also lowering the carrier’s call center costs and overall loss adjustment expenses.
When customers experience total losses, like a car or home damaged beyond repair, they want their claim processed and paid out ASAP. Collecting exhaustive information early on with intelligently automated FNOL can help reduce the average total-loss claims process from 60 days to 45 days or less.
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