First Notification Of Loss
Key Benefits of Outsourcing the
First Notice of Loss Process (FNOL)
Winn Group is a best-in-class provider of FNOL services for our broker and insurer partners.
Delivering a service founded on outstanding customer care, and a fast and effective response in the aftermath of a road traffic accident, our multi-discipline teams are standing by to assist your policyholders day and night.
An Introduction to the FNOL Service
The outsourced FNOL Process is widely used in the insurance industry, delivering tangible benefits for not only your policyholders but also your business reputation.
Winns is a market-leading provider, producing unmatched 24/7 customer care when policyholders need our support most.
With expertise, experience, and a constant desire to evolve and enhance processes, our multi-discipline teams capture data efficiently and diligently, assess liability before providing a rapid response to a motor claim that ensures the customer is given the best possible care after an accident.
The FNOL Service
The first notice of loss service is the initial point of contact that customers encounter when reporting an accident and seeking assistance from their insurance provider.
A number of elements of a claim are started at this point, all vital to the efficiency and effectiveness of the process.
By getting it right at this point, the rest of the claim is easier to navigate, making a positive outcome much more likely.
A detailed information capture, effective evidence gathering, and assessment of the circumstances and subsequent liability all allow the next steps to move more smoothly.
Powered by experienced teams, with expertise coursing through their actions and decisions, our in-house FNOL service is both award-winning and best-in-class.
Is Outsourcing Common in the Insurance Industry?
Yes, outsourcing of the FNOL process is increasingly common in the insurance industry. Already, Winn Group works with a range of brokers and insurers to provide outstanding FNOL services to customers on their behalf.
Many companies opt to work on this proviso for a range of business reasons that will involve financial implications, but also considerations of how to enhance their customers’ journey through the process
of making a claim.
Relying on experts in their field is often viewed as an attractive prospect as insurers look for the very best service for their customers.
Why Outsource FNOL?
Business Process Outsourcing (BPO) is common in the motor insurance industry, allowing companies to utilise the expertise, experience, and diligence of outstanding claims management professionals as part of their offering to policyholders.
Streamlining their processes, a BPO arrangement can save on administrative costs as well as accessing a service that is delivered by companies, like Winns, that have in-depth experience of the process and development teams that use technological advancements to make the claims process as easy to navigate as possible.
"We were really impressed by the results of Winn Group’s 24/7/365 FNOL solution and the high client care standards maintained.
Using the 24-hour working operation to enhance their service offering, Winns is a market-leading accident management company offering a market-leading service."
Insurance provider
"Winns way of handling claims under one roof offers a seamless customer journey, which is invaluable to our policy holders, with customers particularly impressed by the attentive nature of staff and their ability to take the stress out of a difficult time in the aftermath of an accident."
Insurance provider
“We’ve worked with Winns for in over 15 years and found their customer care standards and delivery of service levels to be excellent, consistently delivering for our customers.
Their customer facing teams work quickly and hard for our customers; they’re a benchmark for the rest of the sector."
Insurance provider
Are you ready to rely on decades of FNOL service delivery experience and outstanding customer care?
Why Outsource FNOL?
Business Process Outsourcing (BPO) is common in the motor insurance industry, allowing companies to utilise the expertise, experience, and diligence of outstanding claims management professionals as part of their offering to policyholders.
Streamlining their processes, a BPO arrangement can save on administrative costs as well as accessing a service that is delivered by companies, like Winns, that have in-depth experience of the process and development teams that use technological advancements to make the claims process as easy to navigate as possible.
What do FNOL services look like at Winns?
When a customer makes the call to Winns, our team worksquickly and effectively to reduce the burden, concern, and pressure caused by an accident:
- Incident reporting: Our FNOL team will receive the call from the policyholder following an accident. They’ll guide the customer through the process with a calming reassurance.
- Data capture: Our FNOL service will capture relevant evidence (witness accounts, incident information, photos of the accident scene) through several channels – including phone or our online customer portal – and do so in detail and with diligence.
- Liability assessment: Our experienced file handlers will process the information, using their knowledge and expertise to effectively assess the circumstances and provide an assessment of liability.
- Rapid response: Triaging the claim, our team will enact a number of processes quickly to get your customer the care and support they need at that moment. From a like-for-like credit hire vehicle within four working hours, to recovery and storage of a damaged vehicle, and credit repairs, our FNOL service is ready to provide a comprehensive service for the benefit of your customers.
- Claim progression: As soon as we are instructed by the customer, our multi-discipline teams work collaboratively to not only start the process but do so quickly and effectively. Gathering relevant evidence, contacting appropriate parties, initiating proceedings, and getting the customer a replacement credit hire vehicle, your customers get first-class service from the minute they give us a call.
Delivering Outstanding Care Round the Clock
Few of our competitors can match us in this respect; our nightshift teams get through thousands of tasks during out-of-office hours to ensure claims are progressed round the clock, and those that need us in the immediate aftermath of an accident during the night can access our assistance.
No holding messages, just a quick response at any time.
Reporting on Performance
Winn Group’s FNOL service is built upon open and transparent performance, delivered to our insurer and broker partners whenever they need it.
Our in-house developers work tirelessly to enhance and evolve our reporting procedures, using state of the art technology to create live, bespoke MI dashboards that display whatever data our partner needs and wishes to view. This is available in real time, 24/7 so the latest performance levels are ready to be seen.
We’re proud of the excellent service delivered by our teams and back that up with statistical analysis that supports our belief that we’re best in class.
Why Choose Winns for FNOL Services?
Winn Group is a leading BPO provider, working collaboratively with companies across the motor insurance sector to deliver the best possible service for policyholders.
Adding value to the insurer’s brand, our customers feel valued and cared for during a time when uncertainty and confusion are prevalent post-accident.
Winns can deliver a white-labelled FNOL service that doesn’t just complete your service, it elevates it through outstanding customer care that’s replicated regardless of individual circumstances.
Our Trustpilot rating of 4.8 out of 5, based on over 14,000 genuine customer reviews, is a testament to our market-leading status.
Our customer-centric model ensures they have what they need at every stage to lessen the impact of an accident.
Business Development Team
Associate Director - Head of Business Development
Mark Pallas
Head of Strategic Partnerships
Lorna Turner
Head of Insurance Relations
Mike Wall
Business Development Executive
Hugo Scott-Stuart
Data Analyst & Implementation Executive
Ed Carvell
How Does it Benefit Insurance Providers?
Utilising a BPO helps insurers by relying on experienced experts in their field to deliver an important part of the claims process on their behalf.
With a focus on reducing costs associated with the process, using a specialist FNOL service provider will reduce claim durations and ensure the most efficient approach to helping your customers.
With bespoke reporting on performance from month to month, the insurer stays abreast of how the FNOL service provider is performing and can stay fully informed and reassured that their customers are getting the best possible care during the journey following their accident.
The positivity generated by our outstanding customer service reflects just as well on the insurance provider, encouraging the policyholder to continue their premiums with the insurer.
How Does it Benefit Policyholders?
An outsourced FNOL process gives policyholders access to experts in claims management. They make use of specific technological advancements in claims that are tailored to their needs at different parts of the journey. If you were to choose Winns, they also get to rely on a BPO that is solely focused on delivering positive outcomes for customers and has fine-tuned the process over two decades.
All of this combines to create a customer-focused organisation that seeks to navigate the claims process as easily, efficiently, and effectively as possible.
Different customers require different things from their claim, depending on the circumstances of the accident. A BPO like Winn Group can take away the stress of dealing with the fallout by providing quick access to relevant services – recovery and storage of a damaged vehicle, repairs to it, and sourcing a replacement while theirs is off the road – and coordinating all elements, including potentially confusing legal aspects.
Relying on expertise and experience, your customers are in the best possible care with Winn Group.
Considering BPO as Part of your Process?
If you’re considering outsourcing your FNOL services, contact the Business Development team at Winn Group. With decades of experience and a market-leader in claims management, our multi-disciplined teams work around the clock to deliver the best possible customer care.
Want your customers to benefit from this? Now’s the time to choose Winn Group as your FNOL provider.
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