Many are 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 operate round the clock, ensuring policy holders can easily report a loss and providing insurers with critical claim intake and analytics services for future risk and loss assessment.
First notice of loss operations are sometimes staffed internally, but more frequently are outsourced to a specialist. Staffing, training, and accurate claims intake are challenging for any organization, and deriving meaningful claim analytics from FNOL is dependent on this team.
There are different types of vendors offering a variety of claim intake solutions. 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-neutral vendors who claim to work with insurance companies’ existing platforms. Understanding the technology and best practices used in your outsourced claim intake solutions is essential to improving customer relations and retention.
Actec acts as a seamless third party specialist with agents specifically trained as your FNOL intake staff. We answer client calls and handle claim intake per client instructions, providing an expert extension of your staff and insightful claim analytics.
First notice of loss has been undergoing a metamorphosis, offering insurers an opportunity to demonstrate their relative professionalism at a time where their policyholders are likely upset and under stress. This is an optimum time, regardless of whether the call center is in house or outsourced, to demonstrate a pronounced focus on customer satisfaction and loyalty. Thus, FNOL is a critical component of client satisfaction and customer retention.
To learn more about first notice of loss, claim analytics, and more, contact us today!