The Claims Queue Problem
FNOL lands. Three days of silence follow.
When a claim comes in, your ops team is doing everything right — but manually. Someone reads the FNOL email, pulls the policy, checks coverage, estimates severity, looks up which adjuster is best-qualified, and routes the file. Four steps, three hours per claim, five hundred claims this week.
The policyholder hears nothing for days. The adjuster opens a cold file without context. Claims leakage accumulates in the gap between intake and first contact.
"The first 48 hours after a FNOL is filed are when carriers lose the most control over the claim's trajectory. Manual triage is where cycle time bleeds."
— VP of Claims Operations, regional P&C carrier