FNOL: Goodwill Towards Non Customers

Posted on

June 21st, 2016


shutterstock_252811903 - CopyEfficient First Notice of Loss processing helps with customer retention. FNOL strategies can also help improve the reputation of your brand. When you are considering FNOL systems, understand you also need to consider people who aren’t your customers.
If your customer is involved in a car accident that involved another vehicle, your company will also have to work with the other driver and their insurance company. During the claim process you may need to speak with the other driver, either verbally or in writing. The speed with which you handle your company’s end of the claim process will affect the attitude the non-customer will have regarding your company.
Different areas where you can shine during the FNOL process include:

  • Contacting the other party’s insurance company regarding the accident
  • Contacting the other driver regarding your claims process and what your company will contribute should your insured be found liable
  • Working with the other company regarding assessing blame
  • Working with the other company regarding what your company will pay to satisfy the claim
  • Issuing any funds owed to the other driver.

If the other company handles the FNOL and claims process more efficiently than your organization does, this can have a negative effect on your company’s brand.
Even though that person may not be your customer now, they may be considering switching insurance companies in the future. If the other insurance company offers superior customer service, then the insured may decide to stay with that company. They may also tell others about their bad experience, which may affect the number of customers you gain in the future.
If you offer superior customer service and the other company doesn’t excel in the claims process, then the other driver may decide to switch insurance companies after the claim is processed.
An efficient FNOL process affects your ability to retain your current customers and help you gain more customers in the future. Contact the experts at Actec to learn how you can streamline your FNOL process.