Scenario
A storm system has moved through the southern portion of the US and a property insurance company can expect an overwhelming increase in calls reporting new claims
Challenge
The available staffing is not going to be able to keep up with call volumes.
Long wait times will frustrate customers
The likelihood of fraudulent claims climbing as a result of the work overload.
Solution
As inbound call queues build offer callers an option to engage immediately over a digital channel such as an OTT messaging application or a web chat UI on the mobile phone.
Benefit Summary
Rapid establishment of the claim allowing the customer to get to the cleanup and recovery activities necessary
Greatly diminished call queues
Assurance that the claim being made is legitimate with regard to the property location and the date of loss
Easy followup after the initial claim.
Home owner calls the insurance company to report damage to their property and is greeted with an announcement that the time to reach an agent is excessive.
They are offered an option to engage over a digital channel. The customer is sent a link to a mobile web chat or a message to their messaging app.
The customer is prompted to send an image of the property damage along with a brief description of the damage.
The message with the image is received for processing.
The image is processed to extract geo location data, time and date.
The senders ID is captured and tied to the associated policy.
This information is then uploaded to the claims processing system at the insurance company thereby generating an initial claim number
A claim number, summary of the description, the image(s), policy number , location and Date/time of the claim is returned to the property owner with any other follow-up information the insurance company would like to provide. This effectively completes the first notice of loss reporting.
Leveraging Red Flannels FNOL process, we solve customer frustration and mitigate fraud in a single solution.
Our process may include ID & V through Recognized Trust or may simply rely on the sending number for identification. From that point it is less than 2 minutes to establish the claim.
In that two minutes we provide the insured with a claim number and instructions to follow-up with.
In that same time provide the insurer with:
1. An image and description of the damage.
2.Verification of the actual date and time the image was taken.
3.A mapped location of the damage.
