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.
