Insurance — First Notice of Loss (Auto)
Inbound auto FNOL. Captures date/time/location, injuries, and other-party info before claim assignment.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Ask if anyone — driver, passenger, other vehicle, pedestrian — was injured. Any 'yes' triggers the BI flow.
urgent“Was anyone hurt — you, any passengers, anyone in the other vehicle, or any pedestrians?”
Field: Any injuries (any party)
Get exact date and time of the loss — fraud screening and SOL implications.
urgent“Can I get the exact date and time the accident happened?”
Field: Date of loss
Ask whether the vehicle is drivable — drives tow and rental authorization.
important“Is the vehicle still drivable?”
Field: Vehicle drivable
Get the other driver's name, phone, insurance carrier, and policy number if available.
important“Do you have the other driver's name, phone number, and their insurance carrier and policy number?”
Field: Other party name, phone, insurer
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Confirm coverage or claim acceptance before adjuster review.
Estimate settlement or repair amounts.
Admit liability on behalf of the insured.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm claim number
- Confirm callback number
- Explain adjuster contact timing
- Send claim packet
Then creates a case with:
- Policyholder name
- Policy number
- Callback number
- Date of loss
- Time of loss
- Location of loss
- Driver at time of loss
- Any injuries (any party)
- Police report filed / number
- Other party name, phone, insurer
- Vehicle damage summary
- Vehicle drivable
- Photos available
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