Posted by Andrew on July 6, 2020
When a customer first contacts their insurance provider to report an accident, theft, or other covered incident, they’re initiating first notice of loss (FNOL). Most insurance carriers know that FNOL is critical to securing customer satisfaction. However, insureds are often upset when they begin FNOL as they’ve just experienced a loss so their tolerance for mistakes or delays is low. Inefficient processes, clunky communication, and data intake errors will further upset them as well as lower customer approval and erode loyalty.
Thankfully, insurance providers can take the following steps to improve FNOL and customer satisfaction:
Implementing chat and text functionality is of particular benefit to insurance carriers. It creates a new channel for claims intake while providing superior service to insured customers experiencing a loss. Chat support can also answer common questions regarding claims, which allows insurance adjusters to focus on processing claims faster.
If your FNOL process is creating more headaches than its solving, Actec can help. Contact us to learn more about enhancing FNOL, implementing new communication channels, and improving claims management.