Five C's of Full-Cycle Claim Reporting

Posted on

March 12th, 2014


Full-cycle claim reporting is an indispensable and highly detail-oriented aspect of FNOL and absence management implementation. As with many concepts in the business world, the idea is simple yet the execution requires a high degree of training and precision. Here are the ‘Five C’s’ of full-cycle claim reporting:

  • Control – containing costs is what brings the ROI to full-cycle claim reporting solutions
  • Configure – customized workflow is what where you find the adaptability to optimize for any claim intake situation
  • Capture – effective, efficient, and accurate notice intake is indispensable in achieving timely and successful claims resolution
  • Complete – post-notice services, including cast resolution, follow-up, and documentation make the system concretely successful
  • Communicate – dissemination and reporting keep everyone on the same page, making full-cycle claim reporting effective for companies of nearly any size

After hours, Overflow and Call Center Closure coverage for FNOL

Posted on

December 7th, 2011


Since July 2004, Actec has provided all after-hours, overflow, holiday and unanticipated closure coverage for a large national insurance company. We currently have nearly 40 phone lines coming in for this client, for each of their claims offices, their primary care center and several large accounts with custom requirements. Calls range from 50 to 500 daily (primarily after-hours). When unexpected volume is directed to Actec, an additional several hundred calls can be offered during a 2-3 hour timeframe with short notice (if any). Our Intake Specialists enter claims real-time via Internet directly into the client’s claim system and take inquiry messages in our own application, which are automatically emailed to the appropriate recipients for prompt handling.

Top 3 FNOL Blogs

Posted on

May 25th, 2011


We’ve been blogging for a while now here at Actec, and we thought it was time to share with you a few of our most popular blogs on first notice of loss, outsourcing, claims management, and other related issues.

For other insights on FNOL, outsourcing, claims handling, overflow, and other resource management, visit our website or check back soon here on our blog!

Our Most Popular FNOL Article

Posted on

April 22nd, 2011


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. FNOL call centers typically operate 365 days a year, round the clock, ensuring policy holders can easily report a loss, and further, that the respective insurance companies receive timely and accurate claim loss data.  First notice of loss operations are sometimes staffed internally, but more frequently these days, the operations are outsourced to a specialist. As one can imagine with any 24/7 by 365 day a year operation, 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. To read more, check out the full article.

Top 3 Actec FNOL Blogs

Posted on

March 16th, 2011


Our informational blog on first notice of loss has been running strong for a while now, so we figured it was a good time to check back on some of our most popular content. These are our top 3 blogs on FNOL issues and strategies:

  1. Actec Claim Management Operating in Inclement Conditions
  2. What Is Full-Cycle Claim and Incident Reporting?
  3. 7 Key Terms in the Field of First Notice of Loss

We hope that they provide insightful information, and look forward to producing more informative content about these highly relevant topics.

Long-time Customer Marriott’s Claim Intake System Going Offline for Major Upgrade

Posted on

January 13th, 2011


Marriott Hotel Corporation is taking down their claim intake system for FNOL intake starting 1/13 and lasting until 1/18. But worry not – whenever we utilize another company’s FNOL intake system, we always use “CLAIM”, our proprietary intake system, as a backup. By setting up our system as a fail-safe, there will be no downtime in claim handling. Outsourcing claim intake is a huge benefit to many companies. Whether we utilize your system or ours, claims are always managed promptly, allowing for their timely and proper closure.

Recent Case Study Results: After-Hours Call Center Solution

Posted on

December 15th, 2010


The Problem:

When a human resources administration service company developed an in-house absence management system, they wanted their previous after-hours call center vendor to enter claioms directly into the new application. The vendor refused, offering instead to develop a custom intake solutiong – at the client’s expense. Without an intake service, the client risked alienating their most important customer accounts. The client came to Actec with two absolute requirements – use the newly developed application and start within nine days.

The Solution:

Each of the client’s accounts – primarily large, Fortune 500 companies – requires special handling, from caller authorization to terminology. This was not provided on the custom intake system. Therefore, training and manual documentation was extremely critical. Within seven days, Actec was trained on the client’s system. Actec then prepared workstation manuals and developed backup intake forms to use during the client’s nightly system maintenance downtime.  With an intensive week of training, manual preparation anc connectivity and user setup, we opened our phone lines right on target. The client extended coverage to daytime overflow.

Factors contributing to Actec’s success were:

  • Intake Specialists could call on their familiarity with a broad client base in the absence management, FMLA and disability arena – minimizing training time.
  • Utilizing extensive experience to provide intake services on client applications.
  • Agile organization showed the flexibility required to implement a complex client on a short timeline.

Outsourcing Call Overflow to Maximize Your Call Center Effectiveness

Posted on

December 6th, 2010


Do you have high ASA’s?  Do you have high abandonment rates?  Your call center is the first contact that your customers have when problems strike.  As with most call centers, there are times when your occupancy rates are at 90% – and no one is available to answer the phone.

You could return the call an hour later or the next day, but that may be too late, and they may have already contacted an attorney.  This will increase the cost of your claims dramatically and will simultaneously reduce the effectiveness and level of customer service provided by your organization.  This is why many of today’s contact centers employ outsourced call centers staffer with claims professionals to improve the customer experience. 

By leveraging a contact center for overflow, nights, weekends and holidays, you will improve the efficiency in your organization by as much as 40% while greatly improving your customer experience.  All of which impact the bottom line.  Today, many high quality call centers outsource FNOL (First Notice of Loss) for overflow and non-peak times.

Insurers with longer than average cycle times of 14.8 days are rated in the bottom 50% in terms of customer satisfaction. – J.D. Power and Associates

At 80%+ call center occupancy your people are busy, turnover increases due to burnout, customer service is poor, and many calls go unanswered.  At 50% occupancy your people have some down time, customer service levels are relatively good, and most calls are answered.  At 20% occupancy, almost every call is answered, ASA times are short, customer service is superb; however efficiency is low and the cost per claim is astronomical. 

Finding the right outsourced call FNOL solution can allow your call center to improve efficiency and reach maximum effectiveness.

A Recent Client Tesitmonial

Posted on

November 30th, 2010


“We utilize Actec 24/7 first notice reporting services as a key component of the overall cost containment program for a large West Coast public entity. Actec has set the gold standard of quality, flexibility, and technical expertise during the last five years with this client. Actec’s ability to deliver the details of each first notice encounter in a timely, accurate, and highly customized fashion enables our client to quickly assess and assign resources to
incidents efficiently and rapidly. The Actec team is made up of true professionals with a high degree of focus and expertise in their niche industry and a true ‘can do’ attitude and aptitude with in comes to technical integrations and custom business requirements.” – Regional Vice President, Fortune 500 Business Process and IT Services Company

What is Full-Cycle Claim and Incident Reporting?

Posted on

November 23rd, 2010


Full cycle claim reporting refers to a comprehensive approach to claims and incident reporting. In some instances, full-cycle claim and incident reporting is also referred to as claims intake and reporting, or even within the general context of first notice of loss (FNOL). The concept is fairly simple; an individual has experienced a loss, theft or damage and needs to reports the specifics to their insurance carrier, third party administrator or self insured organization. It is, of course, important that this intake is professionally handled, promptly addressed and accurately recorded. The intake is extremely important to ensure the resulting claim is accurately reported. Full-cycle claim and incident reporting refers to a comprehensive, one stop approach to this situation. Key elements of a full-cycle solution include:

• Companies can report all incidents to a single claim reporting service
• Claims and incident reporting are fully integrated into the system
• All the information needed for processing is completed on the first report
• Workflow changes can be easily to accommodated to meet new requirements
• There are accurate metrics to determine the actual cost of claim and incident reporting

With first notice of loss, it is important to close claims quickly and manage risk at all levels of the organization. FNOL intake specialists should be available 24/7,365 days a year, to ensure accurate and timely intake whenever an incident occurs and to handle after-hours incidents and overflow. It is also an opportunity for companies to demonstrate their commitment to employees, by ensuring employees receive rapid and professional response, during what is likely to be a very stressful time, namely the reporting of a loss or theft. Creating a full-cycle claim and incident reporting system to respond, monitor and measure the FNOL process is a key component in success in this complex scenario. Many companies outsource their first notice of loss to a full cycle claims and incident reporting specialist, particularly when the consider the challenge of a 24/7, 365 day a year schedule.

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