Convert a manual process, ripe for RPA, to delight customers
Claims handling is critical because it reflects directly on an insurer’s commitment to its customers, standards of service, and overall credibility. As the first step in filing a claim, an efficient and accurate FNOL process makes the difference between a speedy settlement and one that is long and complicated, which can hurt customer experience and damage brand perception.
Historically, our client relied on a completely manual FNOL process. Every year, offshore teams of 22 full-time employees had to manage around 37,500 cases across layers of administrative systems, and with varying document formats. They performed much of this work manually.
The process started with brokers and agents submitting FNOLs in various forms, including handwritten notes, photographs, and texts. The teams set to work indexing and allocating the relevant information. They had to extract details – such as names, addresses, loss amounts, and so on – then enter them into the appropriate fields before inputting the data into the company’s claims setup system. Several complex interfaces meant staff ended up entering the same information across multiple fields and screens.
Next, they had to create and send letters updating customers on their cases. Finally, they archived all documents for compliance purposes.
From end to end, FNOL handling took significant time, required multiple touchpoints, and was highly labor intensive. With cost reduction and efficiency high on the agenda, the insurance company saw an opportunity to modernize and speed up the process through automation.