When a policyholder first contacts their insurance after an accident or theft, they are contacting a first notice of loss (FNOL) call center. These call centers operate all year round to make the claim process go as smooth as possible for the policyholder. FNOL call centers also benefit the insurance companies as well. They guarantee the insurer receives the relevant claim information as soon as possible
FNOL and the Policyholder
FNOL is important to the policyholder for a number of reasons. The most important is it gets the ball rolling on their claim. Some insurance companies have different procedures for various types of claims. This can be confusing for a policyholder, especially while they are dealing with a stressful situation like an accident or theft. The FNOL agent can help guide the policyholder through the process to reduce stress and confusion.
FNOL and the Insurer
Efficient FNOL call centers enhance a policyholder’s trust in their insurer. An FNOL call center agent is the first person the policyholder will speak with during the claim process. This presents the opportunity to show policyholders that their insurer can handle their claim with competence and care. As a result, the FNOL process can play a big role in customer satisfaction and retention.
Full-Cycle Claim and Incident Reporting
Proficient FNOL call centers are only the first step to ensuring excellent claim management. Taking a full-cycle approach to the claim process shows policyholders their insurer cares more about delivering satisfactory service than transferring information to the appropriate department. Actec is the premier leader in full-cycle claim and incident reporting. To learn more about implementing a full-cycle claim management process, contact the experts at Actec.