Trust Begins at First Notice
FNOL
62%
Cost Reduction
up to
98%
Claim Accuracy
Workflow: FNOL Reengineered
Industry: Insurance
Annual Transactions: 500,000+
When the unexpected hits, the first report sets everything in motion. The real challenge wasn’t the number of calls—it was the surge-driven chaos: storms spiking demand overnight, policyholders waiting in long queues, and incomplete reports that slowed validation when speed mattered most.
FTO rebuilt FNOL with speed, clarity, and empathy at its core. We designed a 24/7 omnichannel intake (voice, web, chat, mobile) routed by loss type and severity. Guided scripts and dynamic forms captured coverage instantly, attached photos and video at intake, and pre-populated claim files directly into the core system—cutting lag from the first step.
The change strategy centered on resilience and control: surge protocols activated overflow capacity within minutes, sentiment monitoring flagged vulnerable interactions, and proactive status updates reassured policyholders without added calls. With one taxonomy and one source of truth, FNOL became a disciplined process instead of a bottleneck.
In under four months, response times dropped below two hours, first-contact CSAT exceeded 85%, and claim initiation accuracy reached 98%—turning a stressful first moment into a confident start to recovery.