From FNOL to Follow-Up: How AI BPO Handles Claims Intake
Claims are the moment of truth in insurance-and FNOL (First Notice of Loss) is where it all begins. If your team is still reading emails manually, routing claims to adjusters by hand, or missing key documents, AI BPO can change everything. Here’s how Selectsys automates the claims intake process from FNOL to resolution.
What FNOL Looks Like Without Automation
- Email comes in with vague subject: “Need to file a claim”
- Attachments are scanned by a CSR (maybe tomorrow)
- LOB is unclear
- Policy # must be looked up manually
- Intake form is missing
- Delay. Confusion. Compliance risk.
AI BPO Fixes FNOL at Every Step
Step 1: Email Intake & Classification
- AI reads the subject and body of incoming emails
- Flags: “loss,” “incident,” “damage,” “claim,” etc.
- Determines: Is this a new FNOL or a mid-claim update?
Step 2: Document Triage with AI OCR
- Reads PDFs, scans, images, ACORDs
- Extracts: insured name, date of loss, LOB, carrier name
- Matches to policy inside AMS or PAS
Step 3: Create or Route the Claim
- Task is created in the AMS (AMS360, Epic, EI, etc.)
- Routed to correct adjuster or claims desk
- If needed, Selectsys BPO fills in missing data + confirms receipt
Step 4: Follow-Up + Monitoring
- AI sets timers for missing forms
- Flags deadlines and compliance thresholds
- Selectsys BPO follows up with insured, broker, or carrier
Real-World Workflow: FNOL Use Case
| Scenario | Action By AI BPO |
| Insured emails with “garage fire” | AI flags Property FNOL, routes to desk |
| Loss run PDF received after hours | AI OCR extracts insured name + LOB |
| Missing ACORD | AI triggers follow-up email auto-response |
| Policy # doesn’t match system | Selectsys BPO manually confirms and updates |
Why It Works
| Metric | Manual FNOL Intake | AI BPO Intake |
| Avg. time to create claim | 4–12 hours | <1 hour |
| Errors per 100 claims | 8–12 | <2 |
| Missed follow-ups | Common | Rare (AI flagged) |
Your claims department shouldn’t be an inbox triage unit.
Let AI route every FNOL and Selectsys handle the rest-24/7.
Start your pilot and see how fast claims can move.
FAQ
Can you classify both commercial and personal FNOLs?
Yes. We detect LOBs including Property, GL, Auto, WC, and Cyber using AI OCR + prompt logic.
What if the FNOL has missing or vague information?
AI flags it for human follow-up, or our team responds with a request for clarification.
Will this integrate with my AMS or claims system?
Yes. We work inside AMS360, Epic, or push claims to your PAS or CRM as needed.
