We are mindful that “first impressions count" and as such, consider FNOL being the most important part of the claim process. It is at this point we can establish and understand the Policyholder's predicament, allowing us to identify and address any immediate concerns or requirements.
Our dedicated telephone lines are manned 24 hours a day, 365 days a year, by dedicated and experienced claims handlers allowing us to be on hand no matter when a Policyholder suffers a loss.
With policy validation being fundamental at FNOL we work collaboratively with our clients and their Policyholders to provide a smooth claims process with no delays from day 1.
We offer a full claims management service, receiving claims 24 hours a day, 365 days a year, covering all aspects from the First Notification of Loss, triage and validation, expert consultancy, settlement, and payment.
Our market leading model is supported by experienced claims handlers, technicians, and senior engineers as well as our comprehensive Builder Repair Network and nationwide suppliers.
All expectations are clearly managed throughout the claim, and all parties are always aware of the next steps necessary in the journey of the claim.
We have a wealth of knowledge and experience when it comes to managing funds on behalf of customers. Our services include:
• Fund account reconciliation.
• Lloyds compliant bordereaux reporting.
• Two-point security and verification on all bank account details before payments are made.
• Financial sanction checks carried out on all payees.
• Payments to Policyholders within 24hours of agreeing claim settlement.
• Payments to third-parties 3 to 5 days of agreeing claim settlement.
We recognise that the accuracy of our clients’ bordereaux is paramount, and we are proud to set ourselves apart from our competition when it comes to the accurate and timely provision of this fundamental element of TPA claims Handling.
Our Lloyds compliant monthly bordereaux reports provide in-depth detail surrounding all payments made from fund accounts, with a full breakdown of financial movement on each claim along with the latest reserve figures.
Our bespoke Claims Management System ensures that accurate data is recorded, safely stored and available to provide our partners with tailored MI according to their individual requirements.
We have a suite of reports available to us at the tap of the screen, or a click of the mouse, and we are able to utilise any combination of these to deliver on our clients’ needs.
In addition, we are also able to deliver ad-hoc reporting and real time analysis through bespoke dashboards and Power BI Apps; if we capture the data, we can report on the data.
Our client reporting team can extract any data that is collected in our Database to enable us to provide MI to suit our customers’ requirements.
Examples of some of the information we provide our clients today:
• High level KPI dashboards with in-depth board report style packs
• Real time analytics together with market and trend analysis
• Average costs (paid, reserved and incurred by heads of claim)
• Number of claims outstanding by Insurer with drill down by Coverholder
• Complaints notified, resolved and upheld
• Cases referred into fraud investigation