Modernising First Notice of Loss with AI Automation
A leading insurer streamlined its FNOL process by validating AI-driven solutions that automate data extraction, summarise key details, and intelligently route claims. This reduced manual effort, accelerated intake times, and improved accuracy across the entire claims journey.
Outcomes
70 - 80%
Faster Vendor Validation
1+ Year
Vendor Evaluation Time Saved
90 - 95%
Accuracy with AI Extraction
<10 Minutes
Time to Customer Acknowledgement
Technology Vendors Suited to Evaluation
Business Problem
The insurer’s FNOL process was slow, manual, and inconsistent. Claims handlers were required to review incoming emails, documents, images, and call notes to extract relevant information and create cases. This created delays, higher operational effort, and inconsistent customer experiences.
The insurer wanted to understand whether AI could safely automate large parts of FNOL, improve accuracy, and reduce cycle times. They needed a controlled way to trial multiple FNOL technologies without onboarding vendors into internal systems.
Challenges
- Manual data capture created delays and increased cost-to-serve.
- Inconsistent intake accuracy due to variation in human review.
- Misrouted claims caused escalation delays and rework.
- No standardised method to compare different FNOL tools using identical data.
- Compliance restrictions prevented live trials with customer information.
- Limited visibility into how AI would perform across property, motor, and personal lines.
From Idea to Evidence with NayaOne
NayaOne enabled the insurer to evaluate multiple FNOL solutions inside a secure environment. Each vendor was tested under identical conditions to assess performance and automation potential.
Key steps in the PoC
1. Automated Data Extraction
AI tools extracted claim details from documents, emails, structured forms, and uploaded images.
This removed manual capture and increased consistency.
2. AI-Generated Summaries
FNOL submissions were transformed into concise summaries detailing incident type, severity, claimant profile, policy key points, and recommended actions.
3. Smart Routing
AI classified and routed claims to the correct line of business and severity tier.
Misrouted claims dropped significantly during testing.
4. Parallel Vendor Evaluation
Multiple FNOL tools were validated side by side, with identical data, workflows, and routing rules.
This ensured a fair and comparable assessment.
5. Synthetic and Realistic Claims Data
NayaOne provided synthetic datasets covering motor, property, and personal lines, enabling realistic stress testing without using real customer information.
6. Operational Metrics Tracking
Time-to-intake, accuracy rates, routing correctness, and workload reduction were captured inside the sandbox and benchmarked across vendors.
The PoC delivered clear insights that allowed the insurer to select the most effective FNOL solution with confidence.
Impact Metrics
PoC Timeline Reduction
75 to 85% faster
Time Saved in Vendor Evaluation
1+ year
Decision Quality
The PoC improved decision quality by providing consistent, comparable evidence across multiple FNOL solutions, allowing the insurer to benchmark accuracy, routing performance, integration effort, and operational impact before choosing a vendor.
KPIs
- Time to Intake Completion
How long it takes from claim submission to a complete, triaged FNOL record. - Data Extraction Accuracy
Percentage of correctly extracted fields across documents, images, emails, and forms. - Correct Routing Rate
Accuracy of routing claims to the right line of business, severity tier, or handler. - Manual Touchpoint Reduction
Decrease in the number of manual interventions required during FNOL. - Time to Acknowledgement
Speed at which the system sends a confirmation or acknowledgement to the customer. - Triage Readiness Score
Percentage of FNOL submissions that are complete and ready for downstream processing without rework. - Handler Time Saved per Claim
Operational time saved per FNOL case compared with the manual baseline.
Modernise your FNOL Journey with Confidence.
Discover which FNOL tools actually work for your claims workflows.
