FNOL / Claims Intake
Every Claim Deserves a First-Class Response
When a claim occurs, your policyholders are counting on you for support. To deliver on your promise, you also need support. By leveraging our claims support services, you can ensure that every claim receives the attention it deserves, starting with the First Notice of Loss.
FNOL Support When and How You Need It
Claims don’t always happen during normal business hours. Our FNOL support services can be customized to fill in the gaps of your current intake process or to handle all FNOL calls so you can focus on other tasks.
We offer:
- 24/7 support
- Multilingual capabilities
- Support for you entire FNOL operation or just afterhours/overflow
- Dedicated FNOL operators to get your claims off to a strong start
Boost Policyholder Retention
If policyholders are dissatisfied with the claim process, they have little incentive to stay loyal. That’s why customer churn tends to increase after a claim. With our FNOL and claims intake support services, you can meet expectations, boost policyholder satisfaction and reduce churn.
You can count on us for:
- FNOL intake at any time to ensure your policyholders can always access assistance
- A highly knowledgeable and empathetic response so your policyholders know that you’re there for them
- Human backup for chatbots and AI-driven workflows
A Partner That Can Grow with You
As you gain marketshare, you can expect more claims. Trying to handle everything in-house can lead to unnecessary friction and slow your potential for growth.
We provide a more sustainable way to grow through:
- A long-term partnership that can scale with your business
- The ability to cost-effectively grow your team without hiring more staff
- Nearshore services that offer all the benefits of offshoring while keeping call centers close to home for easier training and oversight
FAQ
Which lines do you support?
How do your representatives handle claims intake?
FNOL intake processes are typically scripted. Our representatives can log into your system, engage claimants with empathy and professionalism, and complete the necessary forms to capture the details of the conversation.
We provide the raw talent – workers who want to learn and are motivated to do well. They learn your best practices and protocols. Some even grow to become team leads and supervisors for the insurer they support.
In addition to the training that you provide, we have an in-house corporate trainer that we provide free to all customers. She has insurance experience and shares her knowledge and best practices with the representatives supporting your team. She also assists with monitoring their performance and KPIs.
Do your representatives have their insurance licenses?
Will the representatives that I hire be dedicated to my company, or do they support many different companies?
How can I maintain quality control and create a consistent claimant experience while outsourcing?
Nearshoring makes training and supervision easier than global offshoring. While offshoring often uses countries that are on the other side of the globe and therefore difficult to visit and oversee, nearshore outsourcing keeps services in neighboring countries. This provides better access so your management can maintain strong oversight and quality control.