First Notice of Loss and Automatic Assignments
The Problem: Who Gets The Case?
One of the biggest difficulties in the insurance industry right now is the question of First Notice of Loss (FNoL) response. When an agency receives the first notice of loss from a client, it is of utmost importance to assign the case to a team as fast as possible. These days, most agencies want to find a way to automate that process. Our client wanted to automate the FNoL response process, but wasn’t sure how to handle all of the associated complications, such as keeping workloads for claims adjusters reasonable and balanced, finding a medical team that was geographically close to the client in the case of an injury, and making sure that each case was staffed with the most appropriate personnel.
The Analysis: Learning to Think On Your Feet
We realized that in order to stay quick and agile, our client needed a flexible solution to this problem. A hard-coded program would seem to solve the problem in the short term, but as the business changed and grew, and as old employees left and new ones were hired, it would become useless and hinder the process.
We needed a solution that the client could take apart and put together as the situation demanded it. Not just one a la carte program, but a mini-system that could be converted or expanded as needed over a long period of time. This system would have to be simple enough to teach to the client, while still handling the complexity of the FNoL issue.
The Solution: Automatic Assignments
We created a small program to automatically evaluate workloads and availability, assign the case to the appropriate team, and instantly sent out notifications. The program takes into account location, areas of expertise, and the workload involved in each case as it relates to each individual team member.
We also partnered with the client to help them configure the software to their evolving needs, so that they’ll never need to upgrade or start from scratch. Finally, we helped them to manage the software as a business process in relation to the various other processes involved in each case. Managing the process will keep the system smooth and efficient no matter how the agency changes over the years.