Changing the First Notice of Loss (FNOL) Conversation
Streamline claims starting at FNOL via a simple, conversational solution with an empathetic touch.
initial reporting experiences impacted claim satisfaction.
68% of insureds’
FNOL Sets the Tone for the Entire Claims Process
FNOL is perhaps the most critical moment of truth for insurance. However, challenges posed by current intake channels cause disruption for carriers and insureds. Customers want to call, but long FNOL phone conversations are costly for carriers and require manual information gathering without an effective way to automate claim capture. Confusion, frustration, inaccurate assignments and inefficient, repetitive workflows cause cycle time delays and poor customer experiences. Carriers need a more advanced FNOL solution that simplifies every step of the process and meets policyholders where they are—on the phone.
Current FNOL Experiences
For Carriers
- Inefficient, expensive solutions
- Low self-service tools adoption
- Low-quality FNOL after-hours
- Poor customer experiences
For Policyholders
- Repetitive storytelling
- Disjointed communication channels
- Barriers to self-service
- Long wait times calling in
The Solution: Hi Marley’s Conversational FNOL™
Built for insurance, Hi Marley’s Conversational FNOL provides a natural extension of the phone experience.
Customers explain what happened in their own words and carriers gather critical information immediately. Any operator assigned to the Hi Marley case can access and reference the customer stories and data throughout the claim lifecycle.
Efficient FNOL Around the Clock
Hi Marley’s Conversational FNOL supports carrier workflows even after hours, on the weekends, and during high-demand events like CATs. By thoroughly capturing customer stories at FNOL, adjusters can rely on accurately documented details and avoid repetitive follow-up.
How It Works
Conversational FNOL’s fast and frictionless model ensures a successful FNOL completion rate with this simple workflow:
Benefits of Hi Marley’s Conversational FNOL
Receive a Custom Demo of Conversational FNOL
Unlock Substantial Value Through:
“Describe and Be Done” Simplification: Transform unstructured customer data and photos into structured, actionable data needed to start a claim while creating a more organic customer experience that eliminates repetitive storytelling.
Increased Call Deflection: Seamlessly guide customers into an automated, phone-first intake experience that maintains empathy without requiring human support.
Efficient Claim Triage: Capture photos and accurate data immediately, enabling fewer claim reassignments.
One Unified Conversation: As the trusted contact in your pocket, Hi Marley creates one unified conversation from FNOL to case closure with seamless handoff between AI and humans.
Delighted Customers: Enable free-flowing communication on the customer’s preferred channel without forced, form-based digital solutions.
A Glimpse into Conversational FNOL Data Capture
Hi Marley’s Conversational FNOL uses AI to translate media and unstructured customer story data into structured, actionable data needed to start and assign the claim.
Natural (and Fast) FNOL Capture
Hi Marley’s Conversational FNOL encourages policyholders to describe what happened in their own words right away, rather than enter a prescribed question-and-answer style, form-based workflow.
