Running FNOL in inclement conditions

When using FNOL (First Notice of Loss) trading, it is critical to stay technologically savvy, taking advantage of all available venues to maximize the customer experience. This is seldom more apparent than in times of severe weather conditions, which will be discussed in a specific case below. Data must be embedded across all contact methods, including phone, email, fax, and direct web entry, to generate consolidated reports and can be filtered by contact method if required. Individual notices should be delivered immediately by automated email or fax to any number of recipients, depending on location, type of report, and other criteria. Scheduled summary reports should also be available, allowing regular electronic distribution of reports on a daily, weekly, monthly or custom basis to multiple recipients based on the level of management within an organization.

VoIP solutions are invaluable in improving telephone reception by quickly connecting admission specialists with the insured’s account information. Call change statistics must be available for management reports by individual incoming number. With these tools, FNOL’s full call statistics and all associated time tracking can be summarized and archived in thirty minute intervals.

To maintain quality standards, trainers and supervisors at the first loss notice monitor daily, listening to live calls and recordings along with remote observation of FNOL ingestion. All calls must be recorded, then stored as .wav files and easily accessible. With RightFax, FNOL call centers can also record and distribute incoming and outgoing faxes and emails for efficient and fully accountable document management. A complete and advanced organization is key to the success of FNOL.

In one specific case, when most of Atlanta, including schools, had been closed for 3 days, businesses and organizations across the area needed an effective first notice of loss more than ever. Although rare in the Atlanta area, heavy snow storms sometimes occur that bring the region to a standstill. The lack of snow removal equipment combined with a storm that dumped nearly 6 inches in less than 3 hours created numerous problems. Only a combination of technological prowess and careful planning can be successful under such conditions. FNOL Intake Specialists were placed in local hotels to manage call volume, as well as Remote Intake Specialists who contributed from across the country. Through advanced and adaptive strategies and a dedicated and interconnected workforce, even a city crippled by snow and ice can mitigate its losses.