Policyholders reported auto accidents by calling a central call center, where customer service representatives manually recorded loss details on paper intake forms. Claims intake took over twenty minutes per call, causing long phone queue delays following major weather events and delaying adjuster assignments by several days.
Engineering a Digital First Notice of Loss (FNOL) Claims Portal for Auto Insurance
A personal lines auto insurer operating in four states sought to modernize claims intake and reduce loss adjustment expenses.
Challenge
Solution
FlipWorks built a self-service digital FNOL claims portal accessible via web and mobile. Policyholders upload accident photos, drop location pins on interactive maps, and submit police report details online. The system runs initial coverage verification checks and assigns claims directly to local adjusters based on damage severity.
Result
- Replaced manual call-center intake with a 100% digital self-service FNOL reporting option.
- Accelerated adjuster assignment times from three days to immediate automated routing upon claim submission.
- Reduced call-center queue wait times during severe weather surge periods.