Since July 2004, Actec has provided all after-hours, overflow, holiday and unanticipated closure coverage for a large national insurance company. We currently have nearly 40 phone lines coming in for this client, for each of their claims offices, their primary care center and several large accounts with custom requirements. Calls range from 50 to 500 daily (primarily after-hours). When unexpected volume is directed to Actec, an additional several hundred calls can be offered during a 2-3 hour timeframe with short notice (if any). Our Intake Specialists enter claims real-time via Internet directly into the client’s claim system and take inquiry messages in our own application, which are automatically emailed to the appropriate recipients for prompt handling.
Category: First Notice of Loss
Hurricane Irene reminds us, do you have a back up plan?
Many of Actec’s FNOL (First Notice of Loss) customers had their call centers temporarily shut down due to the recent Hurricane that ran up the east coast. Most of these customers outsource to Actec for after hours coverage in addition to overflow. During the storm calls were automatically flipped to Actec for handling. Monday alone we handled an addition 20% over our normal daily volume. Actec can set up disaster recovery programs for you so that your customers will receive the same great customer service they always receive.
Contact Paul Neleman at Actec systems for information on our FNOL services. pneleman@actec.net
FRED system creates efficiencies in FNOL
Recently Actec unveiled FRED version 1 in our contact center. The Fred system was designed to allow for the following enhancements to our contact center specialists:
- Improved client customization
- Reduction of paper
- Enhancement of best practices
By administering help content and other recources with an integrated maintenance tool, FRED refines claims management and organization. This creates a frendlier and cost-efficient caller experience.
Top 3 FNOL Blogs
We’ve been blogging for a while now here at Actec, and we thought it was time to share with you a few of our most popular blogs on first notice of loss, outsourcing, claims management, and other related issues.
- Full-Cycle Claim Reporting
- 7 Key Terms in the Field of First Notice of Loss
- What is FNOL and Why Is It Important?
For other insights on FNOL, outsourcing, claims handling, overflow, and other resource management, visit our website or check back soon here on our blog!
Zurich Receives High Marks
Zurich was rated a close second in its category by risk managers, and 4th in class for claims handling. Actec handles all after-hours, weekend, holiday, and overflow calls for Zurich, and celebrates this triumph of efficiency and outsourcing FNOL in the insurance and risk management industries.
Three Articles on Understanding and Leveraging FNOL
First Notice of Loss can be crucial to smooth business operation. Understanding the various aspects of FNOL and how to leverage it by different means (such as outsourcing) is crucial to maintaining visibility into company operational and organizational success. Here are three of our recent articles that explore the matter:
Our Most Popular FNOL Article
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. FNOL call centers typically operate 365 days a year, round the clock, ensuring policy holders can easily report a loss, and further, that the respective insurance companies receive timely and accurate claim loss data. First notice of loss operations are sometimes staffed internally, but more frequently these days, the operations are outsourced to a specialist. As one can imagine with any 24/7 by 365 day a year operation, 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. To read more, check out the full article.
Custom Reporting, Inquiries, and FNOL Outsourcing
Not all incidents require a claim to be filed. Actec is a primary source for collecting and disseminating any type of critical information, including custom reports, such as sprinkler impairment notices, product recall reports, questionnaires and surveys. Actec also takes care of a variety of inquires and information requests including referrals to PPOs or other vendors or claim office contact information. Routing these high-volume, but low-yield, calls to a dedicated contact center greatly increases the efficiency of your claim management staff. Many different types of claim management, call reception, issue resolution, and resource management can be outsourced to a companies like Actec. And outsourcing claim management, first notice of loss (FNOL) or even just process reports and questionnaires can substantially increase profitability and decrease strain on a company’s central organizational structure.
Large-Scale Catastrophe Claims Management
Actec handled a large-scale catastrophic event for a multinational oil company. Total call volume was above 147,000 (in the first few days calls came on a general claims line until a dedicated 800 number was published) – over 60% received the first month, a daily average of more than 3000, peaking at over 8000. We captured more than 90,000 claim reports, 66% reported telephonically, the remaining 34% captured via a custom Internet report we developed and rolled out about eight hours after notification to proceed. We also participated in daily conference calls and supplied the client with detailed management reports four to five times daily, seven days a week, over a period of four months. Companies large and small require a resource that can organize and deploy adeptly in times of crisis. Don’t leave claim management to chance.
Top 3 Actec FNOL Blogs
Our informational blog on first notice of loss has been running strong for a while now, so we figured it was a good time to check back on some of our most popular content. These are our top 3 blogs on FNOL issues and strategies:
- Actec Claim Management Operating in Inclement Conditions
- What Is Full-Cycle Claim and Incident Reporting?
- 7 Key Terms in the Field of First Notice of Loss
We hope that they provide insightful information, and look forward to producing more informative content about these highly relevant topics.