Digital
There is no doubt that the COVID-19 pandemic has accelerated many organization's digital
initiative.
A digital FNOL/FROI process enables the claimant to submit a claim via multiple channels such
as a customer portal or a mobile device.
But an omnichannel user interface
alone does not make for a better
experience.
In fact, it is imperative that the
process leverages new technologies
to capture information about the
loss; for example, photos, images,
videos, and even IoT data such as
smartwatches and wearables.
Also, a digital FNOL should
incorporate AI and ML to perform
virtual inspections, automated
damage appraisal, loss estimating,
and detection of fraudulent activities.
For noncomplex, low-severity claims,
the ultimate objective of a digital
FNOL is to capture sufficient data to
ensure straight-through processing
and settle the claim in one step.
The Rise of Intelligent Automation
With the advent of newer technologies over the last 5-10 years, automation would eliminate
unnecessary manual (human) intervention, increase operational efficiency, and reduce
processing costs. Sounds perfect, right?
For some things yes. It is true that automation can free up time for claims supervisors,
personnel and adjustors – especially during the intake process. Filling out forms and assigning
claims to adjustors can be easily handled by automation. But there are other areas where
human interaction can be – and should be – utilized.
MODERNIZING CLAIMS MANAGEMENT | 7
