We developed a FNOL note template structuring the Information Collection Path (ICP) so that the employees remembered to probe for the right information, at the right time, during the course of the conversation. Our solution also made the ICP much more visual than the existing system and made the path far more intuitive. This intuitive template resulted in an increase on the amount of acceptable FNOL notes by 74%, a faster and smoother claims process for all parties involved meaning happier customers and happier employees.
We gathered insights with two purposes in mind: We wanted to establish the singular qualities of a good FNOL note and an overview of the systems that the employees used over the course of the FNOL conversation.
As humans, the vast majority of our decisions and behavior is determined by our immediate surroundings and the systems we interact with. Knowing this, a big part of the solution to our client’s problem would be found in redesigning the system that surrounded the FNOL conversation between the employee and customer.
This intuitive template resulted in an increase in the amount of acceptable FNOL notes, a faster and smoother claims process for all parties involved meaning happier customers and happier employees.
Together with Topdanmark (insurance company),
we co-created new visual and intuitive templates for incoming calls from insurance clients reporting damages, which enhanced the quality of information
of the whole insurance case; increased customer satisfaction, reduced claim cycle times and the number of correct registered insurance cases went up by 74%.
Topdanmark needed help to improve their work processes related to the First Notice of Loss (FNOL) from their customers. Our client was highly aware that the quality of information was closely connected to reduced claim cycle times, lower payouts, and higher customer satisfaction, but was having trouble getting their employees to record good FNOL notes, despite repeatedly communicating the importance and value of good note-taking.