Workflow — FNOL Intake

FNOL in 4 minutes, not 48 hours.

Email, fax, portal, Acord 1, contractor PDFs — extracted, validated, fraud-flagged, and pushed into Guidewire, Duck Creek, Origami, or Snapsheet. Replaces tier-1 BPO at one-third to one-fifth the per-file cost.

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$14–$22

Per hour, current tier-1 BPO claims handler (billed)

24–72 hrs

Typical BPO backlog from submission to system entry

60–85%

Volume that comes off the BPO line after AI cutover

What This Replaces

The Tier-1 BPO Handler Doing 48-Hour FNOL Triage

The work the offshore claims handler does on every FNOL — and the cost of leaving it there.

The labor

FNOL today moves through tier-1 BPO claims handlers at Crawford & Company, Sedgwick, Genpact, EXL, WNS, ReSource Pro, Cogneesol, or a captive offshore shop in Mumbai, Manila, or Cebu. Fully-loaded billed cost: $14–$22 per hour, higher during catastrophe surge.

The cycle time

Backlogs of 24–72 hours from submission to system entry are routine — longer during named-storm CAT events. Every hour the FNOL sits in a queue is an hour the customer doesn't know their claim has been opened, an hour reserves aren't set, and an hour SIU doesn't know about a fraud signal.

The Workflow

Input · Analysis · Output

What goes in, what we do to it, and what shows up in your system of record.

Input

Unstructured FNOL submission

Email body and attachments
Inbound fax (eFax, RightFax, Concord)
Customer portal submission
Contractor or body-shop PDF
Acord 1 (and related Acord variants)
Phone-call transcript from voice intake
Police report, photos, witness statement

Analysis

Extract, validate, flag

Claimant identity and contact info
Policy number and policy-in-force check
Loss type, loss date, loss location
Severity indicators (BI vs PD, total-loss signals)
Coverage trigger identification
Fraud signals (timing, prior-claims, language patterns)
Confidence score per field; exceptions to human queue

Output

Structured record into the SoR

Guidewire ClaimCenter (REST API or EDGE)
Duck Creek Claims (OnDemand APIs)
Origami Risk (REST API)
Snapsheet (partner integration)
Claim number returned to submitter
SIU queue tag if fraud signals present
ISO ClaimSearch cross-reference attached

Side by Side

FNOL Intake Today vs. With Last Rev

The numbers that matter: cycle time, per-file cost, accuracy, and audit posture.

Dimension	Offshore Claims BPO	Last Rev FNOL Intake
Cycle time, submission to SoR	24–72 hours (longer in CAT)	2–6 minutes
Per-hour billed labor cost	$14–$22 fully loaded	Per-file, benchmarked at 30–50% of BPO unit cost
Surge capacity (CAT events)	Re-deploy thousands of contractors	Elastic by design — no headcount ramp
Audit log per claim	Handler notes, no model lineage	Source doc + model version + prompt + confidence per field
Fraud signals at intake	Limited — flagged later in adjuster review	Surfaced at FNOL with ISO ClaimSearch cross-ref
System of record integration	Manual entry, sometimes screen scraping	Direct via documented Guidewire / Duck Creek / Origami APIs
Renegotiation leverage on next BPO renewal	None — you're locked in	60–85% of FNOL volume off the contract

How It Works

From Submission to System of Record

Five steps. Every one logged. Every one reversible if your confidence threshold isn't met.

Submission Lands

Email, fax, portal upload, contractor PDF, body-shop email, Acord 1 form — anything a claimant or first-party reporter sends. We accept the channel you already accept.

Extraction & Classification

Claimant info, policy number, loss type, loss date, loss location, severity indicators. Coverage triggers identified against the policy. Fraud signals flagged from prior-claims history and submission patterns.

Validation Against Carrier Rules

Policy-in-force check, coverage-trigger validation, jurisdictional rules, statute-of-limitations dates. Anything below your confidence threshold gets routed to your existing BPO queue or onshore exception desk.

Push to System of Record

Structured claim record created in Guidewire ClaimCenter, Duck Creek Claims, Origami Risk, or Snapsheet via the documented integration surface. Claim number returned to the submitter.

Audit Log Persisted

Every extraction, decision, and routing step is logged with the source document, model version, prompt, and confidence score. Discovery-ready, DOI-exam-ready, and yours.

Compliance & Defensibility

Built to Meet the Quality Bar Claims Operations Already Run On

State DOI & NAIC market-conduct standards

Field-level audit trail by claim, model version recorded against every decision, defensible chain of custody for examiner requests.

ISO ClaimSearch cross-reference

Prior-claims history pulled at intake and attached to the file before the adjuster picks it up. Fraud signals surface earlier in the lifecycle.

Fair-claims-practices acts

Acknowledgement, investigation timelines, and reasonable-investigation requirements all start the moment intake completes — not 48 hours later when the file leaves the BPO queue.

Data residency & PII handling

Deployable in your VPC or our SOC 2 environment. PII redacted before logging; encryption in transit and at rest; retention policies tied to your DOI guidance.

Common Questions

What Carriers Ask About FNOL Intake

Email (with PDF, image, and body content), fax (eFax / RightFax / Concord), web portal upload, REST API for partner integrations, and direct phone-call transcripts when paired with a captured voice channel. We also accept Acord 1 forms, contractor estimates, body-shop emails, and police reports as part of the same intake event.

Through the standard integration surfaces each platform supports. Guidewire via the ClaimCenter REST API or the EDGE integration framework; Duck Creek via OnDemand APIs; Origami Risk via their REST API; Snapsheet via partner integrations. Your IT team reviews and approves a service account, and we connect through the documented integration. We do not require platform-side custom development.

Our pilot success threshold is structured-field extraction accuracy at parity with or above your incumbent BPO, measured on the same shadow-data sample. Anything below your defined confidence threshold per field is routed to a human exception queue — your call which queue, ours or yours. Net throughput goes up because high-confidence cases stop waiting in a 24–72 hour BPO line.

FNOL is the right place to surface early fraud indicators — claim timing relative to policy effective date, prior-claims patterns from ISO ClaimSearch, language patterns in narrative submissions, geographic clustering. We don't make the SIU determination — we tag the claim with the indicators and the source evidence so your SIU team makes the call on a richer file than they get from BPO intake today.

FNOL pilots typically run 6–8 weeks: 1–2 weeks of integration and rule mapping, 4 weeks of shadow-mode running on real submissions with no system-of-record writes, 1–2 weeks of supervised cutover on a constrained book (one LOB, one region). Production rollout is staged after the pilot meets your accuracy and SLA bar.

Most carriers keep the contract in place during pilot and early production — we route exceptions to it. Volume to the BPO drops 60–85% on FNOL once cutover completes. You renegotiate at the next renewal from a much better position, or shift the contract to higher-complexity work that AI doesn't replace yet.

We benchmark against your current per-file BPO rate — typically $14–$22/hour fully-loaded translated to per-FNOL economics. Our target is 30–50% of that per-file cost at higher accuracy and faster cycle time. Pricing structures around volume tiers and outcome SLAs, not hourly billable rates.

Two Ways to Start

Take the AI assessment for a structured read on FNOL feasibility in your operation. Or talk to us if you already know FNOL is your highest BPO line item.

Self-serve · 8 minutes

Take the AI Assessment

A short structured assessment that maps your FNOL channels, current BPO unit cost, and system of record to AI feasibility and ROI. Tailored read in your inbox.

Talk to a specialist

Get a Per-File ROI Model

Send us your monthly FNOL volume, current BPO contract structure, and target system of record. We'll come back with a per-file unit-cost comparison and a 6–8 week pilot plan in 5 business days.

Other Workflows

More Insurance Workflows We Replace

The same approach, applied to the other claims-document labor lines on your operating budget.

Acord Form Processing

Acord 1, 25, 27, 125, 130 — every field extracted and validated against carrier business rules.

Medical Record Summarization

Chronological treatment timelines from 100–2,000 page medical packets.

Property Estimate Review

Xactimate, Symbility, Verisk 360Value line-item review and supplemental flagging.

Demand Package Review

Attorney demand packages — claim valuation drivers and reserve recommendations in days, not weeks.