FNOL Strategies: Top 5 FNOL Blog Posts

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December 21st, 2015

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First Notice of Loss (FNOL) call centers are more than just a method for your customers to file a claim. They are a way to differentiate your company from your competitors and improve customer satisfaction.  Whether you handle FNOL reporting in-house or outsource your call center process to a third party, it is important to understand FNOL strategies.
Our five most popular blog posts will help you comprehend vital aspects of FNOL, including:

  • The significance of workflow managementabsence management video image border
  • The software, hardware and human resources necessary for FNOL management
  • How to balance business needs with state requirements and customer demands with FNOL reporting
  • How a multi-channel FNOL strategy is important for customer satisfaction
  • The value of creating a one-call solution for FNOL reporting

The top five FNOL blog posts of 2015 are:

Reducing costs while increasing customer satisfaction will improve the ROI of FNOL management. Third party call centers are an effective alternative for in-house FNOL reporting. Third party companies have the up to date solutions and trained staff to handle a variety of FNOL reporting services and can offer professional solutions for reasonable rates.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.

Do You Have Effective Loss Management Protocol?

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December 14th, 2015

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shutterstock_252811903 - CopyDoes your company have a loss management protocol? If your company doesn’t have a procedure in place, your organization is at risk of reduced revenue and increased customer dissatisfaction. Learn the elements of an effective loss management protocol to help get your claims process back on track.
Managing Loss
While you don’t know when a customer will call in to report a loss, you do know that it will happen. Having experienced staff, the right software and an efficient workflow will help you manage claims in a way that will reduce costs and improve customer retention.
Elements in an effective loss management protocol should include:

  • Creating a consistent method for FNOL and handling claims
  • Creating a workflow that reduces processing delays and unnecessary costs
  • Ensuring all claims are handled with compassion
  • Have a procedure to analyze claims as a part of loss management improvement

Handling claims consistently efficiently and with kindheartedness reassures the client and decreases unnecessary costs. Analyze your company’s loss management protocol to determine how you can improve workflow and increase efficiency.
An effective loss management control starts with a professional FNOL contact center. To learn more about the claims handling process, contact the experts at Actec today.

Improve FNOL One Call Intake Management

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December 7th, 2015

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shutterstock_138016598 - CopyCreating a one-call solution for FNOL management improves customer satisfaction and claim processing. Having the right staff, software and process in place will help get the right data in the right place in the shortest amount of time.
Incident Reporting in One Call
FNOL call centers are meant to help customers report an incident in a single call. In order for this to happen, you need:

  • Adequate staff for 24/7 365 reporting
  • Trained staff that can collect all relevant details
  • Software that files data electronically
  • Processes that reduce paperwork and unnecessary communication

Call center operators need to be able to enter all information quickly and efficiently so that they can reassure your customers and advise them of necessary next steps. This isn’t always possible in-house, so some companies look to outsourcing.
Outsource Requirements
When reviewing possible FNOL call centers you should make sure that, they meet basic requirements, including:

  • Adequate staffing of trained operators
  • Up to date systems
  • Personalizes solutions to meet your needs
  • Ability to escalate the call when necessary

These requirements will help your customers receive the customer service solutions they deserve and your company receives the data it needs to complete the loss management process.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.

FNOL Management Starts with Gaining Control

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November 17th, 2015

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When people are upset they don’t always remember details and can become easily frustrated. Because FNOL management is vital to both the company and the insured, it is important to make that first contact count. Trained representatives can obtain important information during a FNOL contact by gaining control of the conversation and guiding customers through the process.
Don’t Interrupt
Listening skills are important when working in a call center and training often focuses on operators improving active listening expertise. However, part of good listening that is often forgotten is not interrupting the person who is speaking.
It is best to let the person explain what happened without interruption. During the narrative, the operator can jot down notes of important details they can go over when the person is done. Letting the person talk it out often reveals many particulars the operator can use to complete the necessary forms.
Be Empathetic
The customer needs to know that the company realizes this is a terrible event and empathizes with him. Saying things such as “I can imagine how difficult this must be” will let the customer know the operator and the company cares.
Take the Lead
It is also important that the customer is confident they are talking to a professional. The person is upset and frustrated and wants to feel like something is being done to help. If the operator is calm, courteous and professional during the conversation it will help the customer relax enough to give the necessary information.
FNOL management requires the right information as quickly as possible in order to reduce loss or improve chances of recovery. The sooner the company can complete the necessary documents the faster the next phase of the process can begin. Professional operators who are empathetic and have active listening skills will increase the success of the FNOL process from the moment the insured calls the contact center.
FNOL reporting is your company’s opportunity to put its best foot forward. For more information about first notice of loss and 24/7 claims reporting, contact the experts at Actec.

Is Your FNOL Processing Ready for Gen Y?

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November 3rd, 2015

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shutterstock_250505056 - CopyGeneration Y is now in college and entering the workforce. More of these young people are getting cars, houses and insurance. After the Baby Boomers, this generation has been the most demanding about knowing what they want and getting it from companies. So you will want to make sure that your FNOL processing is designed with Gen Y in mind.
Interaction Satisfaction is Up
Most customers from this generation are satisfied with the interactions they have with their insurance companies, especially with auto insurance providers. Many insurance companies are creating self-service portals online for PC and mobile interaction, which is what Gen Y prefers. Most of these customers feel they can find specific information on their own faster than they can by calling customer service and 30% are happy with the self-service portals that are available.
Gen Y Hates Insurance Websites
While self-service portal satisfaction is up, interaction with insurance websites receives poor reviews. Satisfaction with website interaction is the lowest response on most customer service surveys. Your company should make sure that websites are clean, easy to navigate and help Gen Y customers with complex issues, such as FNOL reporting.
Gen Y Still Uses the Phone
It is also worth noting that Gen Y does understand that the phone is for more than just texting and selfies. This generation’s insurance customers do still prefer calling agents for specific questions, including price changes, coverage questions and complex issues they can’t resolve on a company website.
A multi-channel FNOL strategy is important as Baby Boomers retire and Generation Y moves into the workforce. Both generations have large numbers of people who are demanding, savvy and want companies to meet their needs, but needs are different. Baby boomers still prefer phone contact and Gen Y wants information available on an app or website. Catering to both groups won’t be easy but is necessary to make your business successful.
To learn ways to make FNOL processing easier for your organization, contact the experts at Actec.

What Is First Notice Of Loss And Why Is It Important Article Surpasses 9,000 Views

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August 11th, 2015

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Many people and companies don’t fully understand what First Notice of Loss is and why it’s such an important part of the insurance industry. So it’s not too surprising that an article on this topic written by Actec Systems, has recently surpassed 9,000 views. A synopsis of this popular Ezine article follows:

Many are 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.

Why is first notice of loss important to both policy holders and insurance companies? Obviously the key function of a notice of loss is to alert the responsible insurance entity as to the theft or destruction of something which is covered under the terms of the policy. In some cases, notification will precede the filing of a formal claim. In certain circumstances, the insured may contact a FNOL representative and follow specific rules of engagement relating to the policy parameters. This is happens often when a provider underwrites different types of insurance coverage and uses a specific format for each type of policy offered to consumers. Herein lies the challenge for many insurers, and the frustration for many of those insured, as policy specifics dictate both the necessary information intake, and the resulting claims processing process. In many cases, speed is of the essence. For example, theft relating to jewelry would require very specific loss notification, and further, rapid notification to the authorities and insurance provider can help result in improved odds of recovery.

First notice of loss has been undergoing a metamorphosis offering insurers an opportunity to demonstrate their relative professionalism at a time where their policy holders are likely upset and under stress. This is an optimum time, regardless of whether the call center is in house or outsourced to demonstrate a customer centric attitude increasing customer satisfaction and loyalty. First notice of loss (FNOL) is a critical component of client satisfaction and customer retention.

Actec is a recognized leader of claim and incident reporting management through Full-Cycle Claim and Incident Reporting solutions. For more information on FNOL, absence management and incident reporting, call Actec at 1.800.862.2832.

Workplace Measures that Call Centers Can Take to Reduce Absenteeism and Turnover

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June 25th, 2015

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Call centers are notorious for high levels of absenteeism and turnover. Lack of job stability, irregular and changing schedules and high levels of burnout are all significant factors that affect employee attendance and long-term job tenure.
Call center agents (employees) are the heart of the call center. They work directly with customers through telephone interactions. The success of the call center operations are dependent on how the advanced technology is linked with a client-centered attitude among management and agents.
Call center staffing growth is estimated at about 40-50 percent (Kleeman and Matuschek, 2002.) Call centers mostly use standardized procedures and processes based on standardized information technology software. Voice Response Units (VRUs), Interactive Voice Response (IVR) systems and speech recognition systems are common.
Call center work is perceived as knowledge-intensive and requires skilled employees. They are a competitive advantage for insurance agencies because they ensure better service to, and maintain direct contact with, clients and customers, resulting in greater workplace efficiency and a reduction of costs.
Typically, call centers have a relatively high number of short-term workers with flexible employment arrangements. Non-traditional employment agreements (temporary, part-time, flexible) are needed due to the unpredictable nature of call volume. The work tends to be highly repetitious and is often analyzed by electronic performance monitoring systems.
Taking measures to address the uncertainty of work schedules and giving employees the opportunity to become involved in the work development have been shown to be effective measures for reducing worker absenteeism and turnover. Examples of these measures include:

  1. Encouraging employees to be involved in the training and coaching of new employees.
  2. Encouraging employees to participate in special projects.
  3. Implementation of employee recognition programs
  4. Acknowledgement of success

By creating an environment where the employee is “highly involved” and that fosters a focus on customer satisfaction, your agency will increase retention rates, reduce absenteeism and nurture an environment where customer service is refined and perfected.

Absence Management Fundamentals

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June 12th, 2015

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After-Hours Reporting

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April 27th, 2015

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An accident can happen at any hour of the day. Knowing the help you need is available outside of normal business hours is essential for your personal sense of security.

Most insurance agencies have a hotline that operates 24/7 with professionals waiting to come to your aide — day or night. Some even offer online reporting for an added convenience. After-hours reporting is a service that’s sometimes outsourced to a third party to free up time for company employees. In addition, there are several benefits to accommodating customers after 5 p.m.:

  • An accident can be reported at any time. There’s no waiting until the next day.
  • It creates trust between the victim and the insurance agency.
  • Benefits are delivered in a timely manner.

Accessible claim reporting is something most customers just expect of their insurance companies. Make sure your company’s system is flexible and designed based on the needs of your clients. For more information on how Actec can help you with an after-hours service, click here.

9 Tips for Better Claims Management

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March 26th, 2015

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The best claims management techniques will control costs, and improve a company’s employee retention. Mentioned below are 9 tips to do exactly that:

  1. Understand the people and responsibilities of all participants involved.
  2. Ensure that all individuals understand their roles and responsibilities.
  3. Document all injuries, whether they are major, or minor.
  4. Report everything without leaving out any detail.
  5. Train staff on filing claims, and encourage employees to take the appropriate steps.
  6. Work-related, and non-work-related claims must be treated equally.
  7. Do not be biased with employees, and ensure equal treatment of all claimants.
  8. Document, document, document everything.
  9. Cultivate your relationships with the claimants, even after settlements.

Companies should encourage their employees to be honest with the management. At the same time managers need to be respectful and patient with the concerned parties. To know more about Actec and how we can assist your business’ claim management procedures, click here.