In today’s digital world, customers expect 24/7 service, especially during critical moments like filing an insurance claim. Just as people now rely on round-the-clock access for ordering food through apps like DoorDash, managing finances via mobile banking, or tracking deliveries with real-time updates, they also expect their insurance provider to be available whenever they need support. With select tools and an unwavering commitment to continuous availability, we’re redefining the first notice of loss (FNOL) process to be faster, smarter, and always accessible from any device, improving the customer experience in insurance claims processing.
What 24/7 FNOL means for modern insurers
First Notice of Loss (FNOL) is the initial report a policyholder files when an incident occurs, and it can happen at any time—day or night. This moment sets the stage for the claims journey and influences how satisfied customers will be with their experience. Delays in response or intake due to limited availability can impact customer trust and satisfaction. By outsourcing FNOL to us, insurers benefit from our 24/7 availability, leveraging select capabilities to handle routine tasks, speed up response times, and make it easy for policyholders to report incidents immediately, no matter when they occur.
Cost-effective, 24/7 FNOL solutions
Errors during intake can lead to costly delays and dissatisfied customers, but staffing an in-house team to provide 24/7 service can be expensive. By outsourcing FNOL to us, insurers avoid the high costs of hiring, training, and maintaining a round-the-clock, in house support team. Instead of investing in complex systems or additional personnel to cover late-night or holiday shifts, insurers benefit from our dedicated team and proprietary FNOL technology.
For example, insurers often face sudden surges in claims volume during peak claim periods, such as natural disasters or high-traffic seasons. With our scalable infrastructure, we’re able to seamlessly handle these fluctuations without requiring insurers to scramble for temporary hires or overtime staffing—both of which add significant expense. Our efficient processes reduce errors and streamline intake, helping insurers avoid the financial burden of costly rework and customer dissatisfaction.
A customer-centered, always-accessible approach
Policyholders expect transparent, responsive service from their insurance providers at any hour. We prioritize communication throughout the intake process, ensuring that customers feel heard and reassured from the moment they file a claim. By confirming receipt immediately and providing timely updates, we keep customers informed and build confidence in their insurance provider’s commitment to their needs.
Customization is key to our philosophy. Our FNOL intake solution allows us to prioritize customer requirements above all else, without the constraints typical of software or ASP vendors. This flexibility means we can implement customizations quickly, adapting workflows on demand rather than following a rigid schedule. For example, during a catastrophic event, we developed a fully custom, browser-based solution to intake claims for an oil company, allowing for rapid response. Our Account Managers can set up, adjust, or remove client-specific questions and scripts within minutes, ensuring the intake process aligns with each insurer’s unique needs.
The outcome? Satisfied policyholders who feel supported and valued, even in stressful situations.
Balancing 24/7 technology with empathy
While technology is essential for delivering 24/7 service, it’s empathy that makes the experience memorable. Many claims involve personal losses, and customers need more than efficiency—they need understanding and support. Our FNOL process manages data collection and verification, freeing our team to focus on delivering the compassionate care that helps customers feel truly supported, even in the middle of the night.
If you are having trouble keeping up with insurance claims or staffing teams overnight, we would love to help you. Tell us what is keeping you up at night!