Expert Article
First Notification of Loss Claims Handler (FNOL)
Roles, Responsibilities, and Best Practices
When making a claim, a policyholder will quickly discover the importance of an FNOL claims handler.
A vital component in a successful claim, the handler is pivotal in laying the foundation for the rest of the process - done well, it makes the other elements easier and quicker to navigate.
Done without expertise and experience, it can end, ultimately, in an unsuccessful outcome.
Winn Group has invested significantly in our FNOL services, adding scale and scope to dealing with claims effectively and efficiently, powered by the integration of the latest technological advancements.
With decades of experience in claims procedures, Winn Group is proud to offer highly trained, integrated teams that collaborate to deliver best-in-class FNOL service.
But what role does an FNOL claims handler play in the process? This page looks at their importance and how they can affect a positive conclusion:
Training and development for FNOL handlers
Winn Group is an advocate for ongoing professional development from the moment our employees join the team.
Essential in any claims handler’s role, having the knowledge and skills to confront any scenario in the claims process is an important element.
FNOL handlers will receive regular training in terms of internal processes. They’ll also receive updates, both in terms of insurer requirements and legal regulation changes, that will influence how the claims process is conducted.
Winn Group has dedicated training and development teams that will focus on ensuring up to date training and awareness of the insurer landscape.
What does an FNOL claims handler do?
Depending on the nature of the accident, their role can range from evidence gathering and the claim’s initial set-up to delivering a cradle-to-grave offering for the benefit of the policyholder.
Providing outstanding customer service from the first call, an excellent FNOL claims handler will reassure the affected party – who may be uncertain following an accident – before asking relevant questions that help bring together important details and incident information.
From that point, depending on circumstances, they will drive the claim forward, conducting relevant processes needed to facilitate a speedy and desired outcome.
Core responsibilities and daily tasks
An FNOL claims handler will act as the first point of contact for policyholders reporting a claim.
On this initial call, they’ll gather comprehensive incident information and arrange for the delivery and signature of any legal documentation required; concurrently, they’ll receive any necessary documents from the customer that will aid the claims journey.
During this first contact, the FNOL claims handler will provide an initial liability assessment and then arrange recovery of the damaged vehicle, storage of it before repairs, and the allocation of a garage to conduct said repairs.
They’ll also facilitate a replacement vehicle while the policyholder is off the road.
All of this should be done with empathy, diligence, and compassion at the core of the service.
Essential skills and competencies
An outstanding FNOL claims handler should possess differing skills and competencies needed to help in the aftermath of an accident, including:
- ·The ability to proactively listen and deliver actions based on the immediate circumstances
- ·Be an excellent communicator, one who can reassure and empathise, while gathering the required information
- ·Outstanding attention to detail; in legal proceedings such as these, it’s essential to get the facts right
- Work under pressure and multi-task to ensure efficient and timely outcomes
- ·Utilise sound problem-solving skills and decision-making capabilities that are agile and flexible depending on the circumstances
- ·Base responses on an up-to-date knowledge of the products, services, and claims processes relevant to the situation
- ·Enjoy a high degree of comfort when using technology to progress a claim.
Common challenges and how specialists overcome them
Often faced with a situation where a policyholder is suffering distress, anxiety, and high emotions after an accident has thrown their day into unexpected turmoil, a common challenge for an FNOL claims handler is managing those emotive elements and providing much-needed reassurance and guidance.
There to help as much as possible to return the customer to their pre-accident situation, a claims handler is tasked with delivering effective customer care in an efficient and diligent manner.
A calm demeanour, a welcoming tone, and the ability to ensure the policyholder feels listened to; these are required throughout the process but especially in the immediate aftermath of an accident.
Speed of service delivery is key – a customer doesn’t want delays when they’re already in a state of shock. They want clarity, progress, and a clear path to a desired outcome. However, speed should be balanced with quality, accurate data capture to ensure efficiency later in the process.
An FNOL claims handler will utilise their experience and expertise to facilitate a conversation with the policyholder that doesn’t feel generic but still garners the necessary evidence and information required.
That experience will also apply to dealing with the ever-unique circumstances of a claim. As long as the claims handler is knowledgeable and agile in approach, they will be confident to handle more complex and potentially unique matters that may arise.
Benefits of using specialist FNOL teams vs in-house
Increasing numbers of insurers are choosing to utilise the skills, experience, and expertise of outsourced FNOL teams to deliver this element of their service.
Relying on specialists with a wealth of experience in a range of scenarios, these insurers know they are getting the best possible service from a company that is focused on making the process as effective and efficient as possible.
Working day in, day out on the functions and procedures, outsourced FNOL providers develop improvements and enhancements for this early stage of the process, ensuring excellence in customer service and an air of positive sentiment from the policyholder in the direction of their insurer.
This is often a hugely cost-effective strategy too.
By opting to create an in-house team, a company must employ more staff, which can add a high cost to the budget, and focus on integration of services, which itself can add a whole section to the company.
By letting the experts handle matters at this point of the process, it lessens the burden on the insurer to provide all elements of the process.
The backbone of efficient claims operations
Skilled FNOL handlers are hugely important in the delivery of effective and efficient claims operations. By conducting matters most methodically and efficiently, this saves companies time and money and ensures great customer sentiment.
Although technology is playing an increasing role in customer care excellence in the claims sector, the skill, diligence, and experience of an FNOL handler will always have a critical part to play.
Combining the two allows the customer to benefit from the best possible care when making a claim.
Does your current FNOL provision have the resources andexpertise needed to match customer expectations?
Consider outsourcing today. Consider Winn Group.
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