When a loss event occurs and is reported to the insurance company, the first notice of loss (FNOL) workflow is started. The workflow was designed for use by agents or adjusters while they are live on the phone with a claimant, but the workflow can be used for other reporting methods. The FNOL workflow is configured to gather information specific to the line of business or product. For example, the FNOL for a claim filed against a homeowner policy will differ from the FNOL for a claim filed against a personal auto policy. This is the FNOL workflow for a claim filed against a personal auto policy:
- Step 1 – Policy Search
- Step 2 – Reported By
- Step 3 – Loss Details
- Step 4 – Vehicles
- Step 5 – Damaged Properties
- Step 6 – Additional Parties
- Step 7 – Injuries
Navigate to and through the FNOL
To access and initiate the FNOL workflow, you can select + New Claim on the Claims Home screen or you can select + New FNOL on the FNOL Drafts screen. Incomplete FNOLs will remain on the FNOL Drafts screen for easy access until submitted as a claim. You can locate FNOL drafts by the assigned FNOL Number, which is assigned to an FNOL after the first step of the process is completed.
When you initiate the FNOL workflow, you’re automatically directed to FNOL Step 1 – Policy Search, where you must locate the policy the loss event will be filed against. The steps for the FNOL will display on the right side of the screen based on the line of business of the policy, as shown in Figure 1. However, until a policy is associated with the FNOL, only Policy Search and Reported By will display.
Once the policy has been identified, the additional FNOL steps will display. The steps that appear are configured based on the product or line of business the FNOL is being filed against. See Figure 2.
After you select Continue on the Step 1 – Policy Search screen and move to Step 2 – Reported By, the FNOL is assigned a number. Compare Figure 1 and Figure 3.
Note: When you select Continue on Step 1 – Policy Search, the policy you selected is now linked to the FNOL. The following information will be pulled from the policy: Insured name, insured address, insured phone, additional insureds, agent name, agent address, agent phone, risks, coverages associated to the risks, coverage deductible information, limit information, and drivers (for Personal Auto).
You can track where you’re in the FNOL process by the title of the screen and by the list of steps that appear on the right side of the screen. The highlighted step indicates where you’re in the FNOL process. For example, 4 Vehicles is highlighted in Figure 4. When you complete steps, a check mark will appear next to each step title on the right side of the screen. A summary of the information provided during each step will also appear. See Figure 4.
To move to the next step in the FNOL process, select Continue at the bottom of the screen. To go back to a previous step, select Back at the bottom of the screen.
Note: You can’t move back to Step 1 – Policy Search. If you select the wrong loss date in Step 1 – Policy Search, complete the FNOL and add a note stating that you selected the wrong date.
You can also navigate to completed sections of the FNOL by selecting the step you want to return to on the right side of the screen.
Note: You can’t move forward in the FNOL process by selecting the steps on the right of the screen. To move forward, you must select Continue.
Save and submit the FNOL
If you exit and reopen the FNOL, you will return to the last screen you were working on. Before exiting the FNOL, you can select Save & Exit at the bottom of the screen. When you have completed the steps, you can submit the FNOL by selecting Submit at the bottom of FNOL Step 7 – Injuries. See Submit claim.