First Notice Of Resolution: The Search For A More Proactive, Customer-Friendly Claims Process

The claims process life cycle begins when a policyholder submits a first notice of loss (FNOL). Critical information is provided to the insurer including policy number; date and time of theft or damage; a personal account of the incident; and more. The insured largely sees this claims process as tedious, marred by inefficiencies, and, worse, ingrained with the stubborn perception that carriers are fixated on making the process as difficult as possible. From the perspective of insurers, the claims process is challenged to meet very high—some would say nearly unrealistic—customer expectations, with customer impatience at its highest. No prizes for guessing that this is a demanding situation to be in.