Category: Outsourced Call Center

FNOL Is a Customer Centric Process

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March 11th, 2015

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Customers are the very essence of every business. In fact, they are the most important asset for a company so it is vital that your FNOL system grants them the service and support they expect and require. At Actec, we believe that there isn’t anything worse than needing services from an insurer when they are closed.

Actec offers a 24/7 claim reporting system that will not leave your customers stranded in the middle of the road following a collision. We are there to fill in the gaps with experienced and well-informed personnel for the job.

Operating every hour of every day, Actec is prepared to provide top quality service to your customers, and maintain lasting relationships your business has with its customers. We understand the importance of being the first point of contact when notifying a claim, and are equipped with providing your clients with expert assistance in a friendly and professional manner.

To know more about the solutions available to you click here.

FNOL Reporting After-Hours

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January 27th, 2015

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You hope you never have to be involved in filing a claim, but the reality of the situation is that a loss/claim can happen at any given time. It is something we have no control over, however, there is something that we do have control over. Most often rather than not, when a customer makes a call to file a claim, they have to wait some period of time to speak to a claims representative. This delay can sometimes result in legal ramifications.

It is for this reason that a lot of businesses today are outsourcing FNOL for the sole reason being, to enhance and improve the customer experience.

We realize that claims do not traditionally take place between the hours of 9-5. However, with our 24/7 after-hours reporting system, we provide the following:

  1. A well informed claims representative, always ready to talk to you.
  2. Instantaneous care for crucial cases.

The advantage of outsourcing FNOL is that it creates the opportunity for providing quality customer service and at an extremely reduced cost. Here at Actec, we have years of experience in the same with a dedicated and phenomenally skilled personnel to assist your business.

To learn and understand more about Actec and how we can provide you with our services contact us.

Better Day 1 Absence Management

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January 20th, 2015

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Employee well being is now addressed as a huge risk and cost for businesses. Absence plays a huge role in part of this cost, forced forward by by a lack of strong information and fickle procedures for absence reporting and management.

For example, absence due to sickness can have a substantial impact on the operations of a business. It results in a lot of working days lost which hampers the performance of the company as well as day to day carrying out of tasks.

Our system of absence management provides vital intervention and vigorous reporting which enables a company to better understand and lessen the possibility and expense of employee absence. With the help of our system, your business stands to gain and understand the following:

  • Upsurge productivity by diminishing the length as well as number of absences
  • Enhance and accelerate claims reporting and reviews
  • Trace and calculate regularity and expenses of absences

Click here to understand exactly how an effective program can improve and strengthen your business and its workforce.

Popular FNOL Blogs

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December 11th, 2014

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First notice of loss is a crucial component of loss mitigation and claims management for a wide variety of medium to large-scale businesses. What does your notification and claims handling process look like? How actively engaged are you in your loss control and claims handling procedures?

Most businesses lose money simply by failing to pay enough attention to these important aspects of doing business in the 21st century. Read some of these popular FNOL blogs to learn more.

First Notice of Loss Video Tutorial

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November 26th, 2014

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Watch this cool new 3 minute whiteboard video on first notice of loss.

Employee Absence and Fraud Prevention Through Call Center Services

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November 18th, 2014

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Don’t let employee absences slow down your organization. As soon as an employee reports an absence, there are many steps to be taken. Automatic notification of all affected parties, activation of procedures to find a replacement, and beginning the intake process for absences related to short-term disability, long-term disability, or Family Medical Leave Act (FMLA) incidents are all crucial elements. Beyond this, Actec also records when the absence will begin and when the employee will return so you can plan accordingly, all without consuming your supervisors’ valuable time.

It’s equally critical to stay connected with feedback from your employees regarding fraud, theft, sexual harassment, ethical concerns, equipment breakdowns, and safety matters to eliminate potential problems before they evolve into serious liability issues and lawsuits. Proactively soliciting feedback from your employees not only reduces your liability, but it also increases retention and improves the working environment for all of your employees and keeps you in compliance with the Sarbanes-Oxley Act of 2002, which mandates that companies provide a way for employees to submit anonymous reports about financial irregularities without fear of retaliation.

Outsourcing Absence Management & FNOL

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November 4th, 2014

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When it comes to absence management and first notice of loss, timing is crucial. Outsourcing these services to a qualified third party prevents bandwidth restriction and reduces the chance of organizational failure.

Failing to document an absence promptly and accurately can cause significantly more complication down the road. Similarly, returning a first notice call an hour later or the next day may be too late – 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 for overflow and non-peak times.

Full-Cycle Claim Reporting – Accuracy Is Key

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October 28th, 2014

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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 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 reporting refers to a comprehensive, one stop approach to this situation. Key components of a full-cycle solution include:
  • Companies can report all claims to a single claim reporting service
  • Claim reporting is 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 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.

Top Incident Reporting & Claims Management Blogs

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October 14th, 2014

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Incident reporting and claims management are vital components of an effective first notice of loss program. Executing these fundamental yet nuanced tasks requires a deep understanding of claim intake methodology, a high degree of organization, and a sense of urgency. To better understand why these issues are so important for your business and the ramifications of going without FNOL solutions, check out these blogs:

FNOL Case Study

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September 29th, 2014

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Actec handled a large-scale catastrophic event for a large multinational oil company. Total call volume was above 147,000 (in the first few days calls came on a general claims line until a dedicated 800 number was published) – over 60% received the first month, a daily average of more than 3000, peaking at over 8000. We captured more than 90,000 claim reports, 66% reported telephonically, the remaining 34% captured via a custom Internet report we developed and rolled out about eight hours after notification to proceed. We also participated in daily conference calls and supplied the client with detailed management reports four to five times daily, seven days a week, over a period of four months. To learn more about how these solutions can help your business, contact us.