Claim management is a critical issue for most insurance companies. There are two major categories of tasks involved in the claim management process – claim intake and claim handling. Claim handling usually gets a lot of focus, due to its complex and often-drawn-out nature. But claim intake is an equally important part of the process, and warrants special consideration for a variety of reasons. The most significant reason is that poor or unsuccessful claim intake can result in one or both of the following major consequences: inaccurate case information that will lead to failures in the claim management process and customer dissatisfaction that can lead to loss of business.
Most people and companies are often unaware that when they first contact their insurance provider to report theft, loss or damage that they are actually contacting a first notice of loss (FNOL) call center. Call centers can be highly professional and serve a wide variety of insurance and other claims-related businesses. But beware – not all call centers are created equal. Yours should offer 24/7/365 operation to ensure convenience for clients and timely claim transmission for your organization. First notice of loss operations are sometimes staffed internally, but more frequently these days, the operations are outsourced to a specialist. As with most round-the-clock operations, staffing, training and accurate claims intake are challenging for any organization.
There are different types of vendors which offer solutions for FNOL – some offer software, others offer a comprehensive call center based on a proprietary application, and still others customize their call center operation to accommodate any platform. These are platform agnostic vendors who claim to work with insurance companies’ existing platforms. While there are a variety of solutions available, some will serve your organization more effectively than others. To learn more, contact us.
Category: Claim Reporting
5 Ways to Personalize First Notice of Loss Reporting
Your FNOL team will be seen as the voice of your company by your customers. It’s essential to personalize the way your organization handles First Notice of Loss reporting by following these five tips.
Communicate with Sincerity
You want to make sure all of your communications with customers are sincere, especially when handling a claim. Have live operators to handle FNOL calls and have them identify themselves to the customers. Hire representatives who have people skills as well as technology skills and who share your company values.
Handle Claims Proactively
Make sure claim representatives don’t just take down information and fill out forms. Train operators to be able to notice potential underlying issues and resolve them immediately or pass the information on to the right department. Solving problems before they occur will help the claims process run smoothly and increase customer satisfaction.
Offer Convenient Communication Channels
Multi-channel FNOL reporting has become an essential element – leverage this strategy by having the same operator help process the claim from start to finish, even if this occurs over multiple channels. If one representative answers a customer’s tweet, email and phone call the customer will feel a personal connection to the employee and this will improve their experience.
Offer Multiple Methods of Form Delivery
In addition to allowing customers to file their claims on multiple channels, your company should also be prepared to deliver forms in multiple ways. Attaching a jpeg to a tweet, texting information or attaching forms in an email can help customers receive the paperwork they need sooner so they can begin the recovery process faster.
Don’t Promise What You Can’t Deliver
In an effort to calm an upset customer, a customer service representative may make promises the company can’t keep. Not only does this not improve the situation, it can hurt the company’s reputation. Train your representatives to only make promises the company can keep and to always tell customers the truth, even if it is something they don’t want to hear.
Learn more ways you can improve your First Notice of Loss reporting by contacting the experts at Actec.
Improve FNOL One Call Intake Management
Creating a one-call solution for FNOL management improves customer satisfaction and claim processing. Having the right staff, software and process in place will help get the right data in the right place in the shortest amount of time.
Incident Reporting in One Call
FNOL call centers are meant to help customers report an incident in a single call. In order for this to happen, you need:
- Adequate staff for 24/7 365 reporting
- Trained staff that can collect all relevant details
- Software that files data electronically
- Processes that reduce paperwork and unnecessary communication
Call center operators need to be able to enter all information quickly and efficiently so that they can reassure your customers and advise them of necessary next steps. This isn’t always possible in-house, so some companies look to outsourcing.
Outsource Requirements
When reviewing possible FNOL call centers you should make sure that, they meet basic requirements, including:
- Adequate staffing of trained operators
- Up to date systems
- Personalizes solutions to meet your needs
- Ability to escalate the call when necessary
These requirements will help your customers receive the customer service solutions they deserve and your company receives the data it needs to complete the loss management process.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.
FNOL Management Starts with Gaining Control
When people are upset they don’t always remember details and can become easily frustrated. Because FNOL management is vital to both the company and the insured, it is important to make that first contact count. Trained representatives can obtain important information during a FNOL contact by gaining control of the conversation and guiding customers through the process.
Don’t Interrupt
Listening skills are important when working in a call center and training often focuses on operators improving active listening expertise. However, part of good listening that is often forgotten is not interrupting the person who is speaking.
It is best to let the person explain what happened without interruption. During the narrative, the operator can jot down notes of important details they can go over when the person is done. Letting the person talk it out often reveals many particulars the operator can use to complete the necessary forms.
Be Empathetic
The customer needs to know that the company realizes this is a terrible event and empathizes with him. Saying things such as “I can imagine how difficult this must be” will let the customer know the operator and the company cares.
Take the Lead
It is also important that the customer is confident they are talking to a professional. The person is upset and frustrated and wants to feel like something is being done to help. If the operator is calm, courteous and professional during the conversation it will help the customer relax enough to give the necessary information.
FNOL management requires the right information as quickly as possible in order to reduce loss or improve chances of recovery. The sooner the company can complete the necessary documents the faster the next phase of the process can begin. Professional operators who are empathetic and have active listening skills will increase the success of the FNOL process from the moment the insured calls the contact center.
FNOL reporting is your company’s opportunity to put its best foot forward. For more information about first notice of loss and 24/7 claims reporting, contact the experts at Actec.
Enhance Customer Experience With First Notice of Loss Solutions
Customers never think about insurance until they need it. When it comes time to file a claim, consumers want the process to be fast, streamlined, and accessible. By modernizing your FNOL processing you will be able to improve the customer experience.
Customize the Claims Process
Companies need to customize the claims process with software solutions, electronic delivery, and online communications tailored to their business model and the needs of their clients. Customers demand solutions that meet or exceed their expectations while conforming to their logistical challenges..
Synchronize Processing
FNOL is only one step in a complicated processing chain. Each step of the process may be handled by different departments, but claims processing needs to be synchronized so that the experience is seamless for customers.
Uncomplicated Processing
Customers need assistance when they’ve been the victim of theft, automotive collision, and a host of other unfortunate events. The last thing they need to worry about is navigating a complicated claims process. Updating your process with data management, cloud and CRM systems will help your company make claim intake and the FNOL process easier for your customers.
State Requirements
Your customers consider you the authority regarding state policies and requirements. Your representatives need to have the answers for customers as well as understand company obligations. Talking customers through the process and letting them know your organization will handle state requirements will put their mind at ease.
Simplifying the Process for the Company
When you are working to enhance the customer experience you also need to find ways to make it easier for your company to manage claims. Sometimes outsourcing FNOL solutions can allow your company to focus on other aspects of managing claims. For more information about absence reporting, first notice of loss, and 24/7 claims reporting, contact the experts at Actec.
Bereavement Absence Benefit in the Workplace
Bereavement in the workplace can be challenging to manage. Employees may need to take time off unexpectedly, find their performance is diminished or they may not be able to perform certain responsibilities. While bereavement leave is not mandated (except in the State of Oregon), a compassionate approach is appreciated and can help build commitment, reduce absence due to illness, and retains the trained professional.
The amount of leave needed may vary according to several variables:
- Distance to the funeral
- Responsibility for funeral and estate arrangements
- Relationship between the employee and the deceased.
Grief can be unpredictable and may be different for different people. It’s important for people to recognize this and try to be as supportive as possible.
Bereavement leave allows an employee to receive paid leave because of the death of a close relative, friend or associate. It generally is treated as a separate benefit from other types of paid leave.
The following bereavement leave regulation updates are important to keep in mind when developing or updating a bereavement policy:
1. Effective Jan. 1, 2014, Oregon will become the first state to require certain private-sector employers to provide bereavement leave to their covered employees. See Oregon Becomes First State to Require Bereavement Leave.
2. The California legislature has passed, but governors have vetoed, several bills requiring employers to grant employee requests for up to three days of bereavement leave.
3. A bill known as the Parental Bereavement Act that would amend the Family and Medical Leave Act (FMLA) to allow eligible employees of covered employers up to 12 weeks of leave one year following the death of a child was introduced in Congress in 2012 and reintroduced in 2013.
Coping with the loss of a close family member or associate can be difficult for the employee; having clear guidelines and policies can help make it easier for everyone in the workplace when difficult decisions need to be made.
Claims Process Outsourcing – Business Performance Efficiency
Today’s business organizations are faced with multiple challenges across a multitude of business functions and processes. Business challenges requiring high degrees of specialization, such as first notice of loss insurance claims processing, need to be highly customized to meet the needs of each unique organization and industry.
Optimizing processes such as improving the customer experience, dealing with a growing need for data, driving more business, better connectivity and integration can help all companies. To accomplish this, many organizations leverage an outsourcing model.
Business outsourcing isn’t new. As a matter of fact, it’s widely used – and accepted – by many organizations, of many sizes. Today business success is measured by outcomes and KPIs which help drive business growth, innovation and customer satisfaction. Whether the function is staffed internally, or outsourced to a specialty firm, is determined by efficiency and success metrics.
For example, absence claim reporting processes that are outsourced are typically more efficient and less expensive and, because of the dramatic shift toward internet-based work tools, the economy of scale of an existing, staffed 24/7 call center, and the existing systems and knowledge available from the outsource organization. Outsourced claims reporting services can assist companies in accelerating claims process optimization, ensuring fewer claims related issues, mitigating lost claims and wasted time.
Increasingly efficient processes are a huge advantage for companies, especially larger organization. Specialty outsource business process providers can dramatically improve the efficiency, and bottomline, of a company. And that is what a true business partner is all about. For more information about absence management solutions, first notice of loss (FNOL) and 24/7 claims reporting, contact the experts at Actec.
After-Hours Reporting
An accident can happen at any hour of the day. Knowing the help you need is available outside of normal business hours is essential for your personal sense of security.
Most insurance agencies have a hotline that operates 24/7 with professionals waiting to come to your aide — day or night. Some even offer online reporting for an added convenience. After-hours reporting is a service that’s sometimes outsourced to a third party to free up time for company employees. In addition, there are several benefits to accommodating customers after 5 p.m.:
- An accident can be reported at any time. There’s no waiting until the next day.
- It creates trust between the victim and the insurance agency.
- Benefits are delivered in a timely manner.
Accessible claim reporting is something most customers just expect of their insurance companies. Make sure your company’s system is flexible and designed based on the needs of your clients. For more information on how Actec can help you with an after-hours service, click here.