02 — Capability · BC-1750.10
First Notice of Loss
Capture every new loss quickly and completely from any channel, confirm there is a policy that may respond, and send the claim to the right handler at the right priority. General contact center routing sits in Customer Service.
- FNOL
- Claim Reporting
- Loss Notification
In scope
- Loss report capture by phone, web, app, broker and bulk feeds
- Policy and coverage verification at intake
- Claim triage, segmentation and assignment
- Surge handling after catastrophe events
Out of scope
- Contact center operations and case handling in general (see BC-450.20)
- Claim fraud scoring after intake (see BC-1750.50)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-1750.10.10Loss Report IntakeRecord what happened, when, where and to whom from the policyholder, claimant or broker, with photos and documents attached at the first contact.
- BC-1750.10.20Claim Coverage VerificationConfirm the policy was in force on the loss date and that the loss type may fall within its cover before work is committed.
- BC-1750.10.30Claim Triage & AssignmentScore each claim for complexity, severity and urgency, and assign it to straight-through handling, a desk adjuster or a field adjuster accordingly.
- BC-1750.10.40Catastrophe Claims ResponseScale intake, adjusting capacity and policyholder communication when a storm, flood or other event produces a surge of claims in one area.