First notice of loss overview

When a loss event occurs and is reported to the insurance company, the first notice of loss (FNOL) process is started. The FNOL process is configured to gather information specific to the covered risk. 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 process 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 the FNOL

To access and initiate the FNOL process, 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. 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 process, you’re automatically directed to the Policy Search screen, 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, as shown in Figure 1. However, until a policy is associated with the FNOL, only Policy Search and Reported By will display.

Figure 1: View of a new FNOL.

Once the policy has been identified, the additional FNOL steps will display. The steps that appear are configured based on the policy type the FNOL is being filed against. See Figure 2.

Figure 2: View of Policy Search screen after a policy is selected. Notice additional FNOL steps now appear on the right side of the screen.

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.

Figure 3: The FNOL number, which is assigned after completing step 1.

You can track where you are 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 are 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.

Figure 4: The FNOL steps on the right side of the screen.

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. 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 the Injuries screen. See Submit claim.