The insurance industry has seen some major changes, largely driven by the adoption of artificial intelligence (AI) in the First Notice of Loss (FNOL) process. Traditionally, claim intake has been a labor-intensive, error-prone, and time-consuming task. Lengthy phone calls and extensive paperwork have long frustrated customers while inflating operational costs for insurers.
In the past, certain technological tools were introduced that, while user-friendly, did little to improve the actual handling and processing of claim intake. Over the last decade, text and chat functions have emerged as useful alternatives, particularly for younger generations who prefer not to phone in a claim. However, the challenge has always been the sheer volume of information required—often around 50 to 70 questions—making text and chat somewhat cumbersome for handling typical claims.
Today, as the insurance sector continues to seek ways to improve efficiency and enhance customer satisfaction, AI is offering solutions that go beyond just user convenience. It streamlines and automates FNOL processes, making them faster, more accurate, and more consistent—a win for everyone.
AI tools that are making an impact in the FNOL process
A rising AI tool in the insurance industry is Bland.ai, a conversational AI platform designed to automate much of the claims process, whether fully or partially. With Bland.ai, insurers can automate claim intake, handling everything from gathering and verifying data to answering standard queries—even processing claims in multiple languages. This automation shortens the time it takes to file a claim, reduces human error, and creates a more consistent claimant experience.
Symtrain.AI improves agent performance by utilizing AI-driven simulations that replicate real-life scenarios agents might encounter during claim handling. The platform uses these simulations to train agents in a controlled, realistic environment, allowing them to practice handling different types of claims, from straightforward tasks to emotionally sensitive situations.
The AI behind Symtrain.AI analyzes agent responses and provides feedback on areas for improvement, leading to more effective training sessions. The platform can also adapt to each agent’s skill level, focusing on areas where they need the most practice. This targeted training, combined with the consistency and immediacy of AI feedback, leads to a 30% improvement in performance.
Touchpointone.com is another AI solution that provides a comprehensive quality assurance platform that enables insurers to monitor and evaluate the accuracy and efficiency of claims handling throughout the entire process. By leveraging AI and analytics, it reviews claims interactions, including phone calls, emails, and digital communications, to ensure that key details are captured correctly and compliance standards are met.
The platform allows supervisors and QA teams to set performance benchmarks, track agent performance, and identify potential issues or areas for improvement. For example, if there are discrepancies in the claim intake process or errors in data entry, Touchpointone.com can flag those issues early, enabling quick corrective action.
The necessity of a hybrid-ai model
However, even with these technological advancements, AI cannot fully replace the empathy often required in claim intake. Customers who have experienced a traumatic event—be it a home loss, workplace injury, or vehicle collision—seek more than efficiency. They want to feel understood and supported. In fact, studies show that over 70% of claims are still processed by phone, indicating a clear preference for speaking with a live agent who can offer sympathy and emotional support.
Are you curious what next steps you can take to streamline your FNOL process, fill out our quick intake form and we will reach out to you soon.