Accidents happen 24 hours a day, 365 days a year, which is why Gallagher Bassett ensures that our in-house FNOL service is open to receive notification of every claim at any time.
Our FNOL Centre of Excellence is a dedicated in-house operation, providing the ability to report incidents and claims, of any class of insurance, as they happen. Our omni-channel reporting capabilities mean that we can accept information in any variety of formats e.g. phone call, text message, email, online via web portal, data feed.
Gallagher Bassett's FNOL offering is centred around these key areas:
People
As part of a larger claims handling operation, our FNOL handlers are encouraged to understand the entire claims process from cradle to grave and recognise the importance of the FNOL in relation to the onward handling of the claim.
We invest in our people and their expertise and encourage all employees to complete the CII exams within the first 18 months of employment.
System
Gallagher Bassett's proprietary case management system ensures that front-end FNOL screens are tailored to meet the specific requirements of our clients. Fleet listings can be uploaded into our system at intervals to suit you for seamless validation. Our system has API capabilities and can be integrated with your own in-house system if required.
Management
Our FNOL department is run to strict internal and external SLAs that we regularly report on. We currently operate to a 98% SLA pass rate across all calls.
Data
We will produce a suite of reports for you solely focused on FNOL metrics. The purpose of this is to identify where within your business any improvements can be made to the reporting process, to ultimately achieve savings and ensure that together we are as streamlined as possible.
Through our FNOL offering, we are ultimately able to obtain better outcomes for our clients. Be that through tightly controlling costs within our repair networks or engaging with our supply chain partners on additional services required. We work with you to make sure that all pertinent details are available from day one to robustly defend claims submitted wherever possible.