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Digital First Notice of Loss and Claims Automation for Motor Insurance

We built a digital first notice of loss (FNOL) and claims workflow that lets customers register motor claims from their phones. Simple claims settle much faster, and adjusters focus on complex and suspicious cases.

Indian general insurer with a large motor portfolio (composite) · Insurance

Digital First Notice of Loss and Claims Automation for Motor Insurance

Challenge

Balancing automation with fraud risk. We started with low-value, low-risk claims for straight-through processing, expanded thresholds as model performance was proven, and kept full human override.

Approach

Customers report claims through a mobile web journey with policy validation, guided photo capture and location data. An image-based damage assessment model estimates parts and severity; rules and a fraud score determine whether a claim can be fast-tracked, routed to a garage network or assigned for survey. A claims workbench gives adjusters a single view of documents, photos, estimates and communication history. Integration with the policy admin system and garage partner APIs keeps status updates automatic.

Outcome

Illustratively ~40–60% faster settlement for simple motor claims Adjusters spend more time on complex and high-value claims Better customer experience with live claim status Consistent fraud screening on every claim Reduced paper and call-centre handling

~40–60%Illustratively faster settlement for simple motor claims
✓Adjusters spend more time on complex and high-value claims
✓Better customer experience with live claim status

Problem solved

Claims registration happened through call centres and paper forms, survey scheduling was slow, and customers had little visibility of progress.

What we built

Customers report claims through a mobile web journey with policy validation, guided photo capture and location data. An image-based damage assessment model estimates parts and severity; rules and a fraud score determine whether a claim can be fast-tracked, routed to a garage network or assigned for survey. A claims workbench gives adjusters a single view of documents, photos, estimates and communication history. Integration with the policy admin system and garage partner APIs keeps status updates automatic.

Benefits

Illustratively ~40–60% faster settlement for simple motor claims Adjusters spend more time on complex and high-value claims Better customer experience with live claim status Consistent fraud screening on every claim Reduced paper and call-centre handling

FNOLMobile webComputer visionFraud scoringClaims workbenchGarage APIs

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