We operate a 24/7/365 fully white-labelled First Notification of Loss (FNOL) service, which has been provided by our in-house team for circa 20 years. We design, build and maintain the FNOL system in-house, which means it can be easily and quickly flexed to meet the insurer’s specific requirements. New claims are received through a variety of channels including inbound calls, email and web-based notifications.
Our FNOL reporting is either through direct access to an insurers system or FNOL taken on our system, designed within client specification, and data exported to our client’s own system. With access to policy details, validation can take place at the start of the call.
Our FNOL service provides clients with:
- Detail information capture
- Liability assessment
- Damage assessment - repair/total loss
- Deployment of hire and repair services through delegated authority
- Warm transfer and data transfer to insurers and suppliers
Our menu-based service allows the insurer to select their required level of support and any combination of the FNOL options:
Service
We provide a fully outsourced and white-labelled FNOL service.
Out of Hours
Support services provided during the evenings, weekends and Bank Holidays.
Overflow
We provide additional resource support to insurers to answer a ratio of calls which can be flexed to meet demands.
Surge support and business continuity planning:
We offer a "pressure valve" mechanism, which allows the resource to be increased or reduced as required. During periods of high demand or disruption of the insurer’s in-house FNOL service, calls can be directed to our FNOL team.
Deployment
Direct deployment of services for roadside recovery and repair and hire supply chain.
We also conduct a series of courtesy calls and customer satisfaction follow-up activities to monitor and measure each customer experience during their claims journey with their insurer or broker.
FIND OUT MORE
CONTACT ONE OF OUR TEAM TODAY TO FIND OUT MORE ABOUT OUR SERVICES
enquiries@carpentersgroup.co.uk
