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  • Process May 2021

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    Faheem Shaikh
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    The agent opens a reference in the CRM, policy, and claims systems to check for prior claims. They may attempt a soft fix via call or software. If unsuccessful, a full FNOL claim is started. For new home emergency or boiler claims, the agent accepts or declines based on policy terms. Declined claims are explained and alternative options offered. Accepted claims are assigned to scheduling teams to book engineers as needed.

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    Process May 2021

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    The agent opens a reference in the CRM, policy, and claims systems to check for prior claims. They may attempt a soft fix via call or software. If unsuccessful, a full FNOL claim is started. For new home emergency or boiler claims, the agent accepts or declines based on policy terms. Declined claims are explained and alternative options offered. Accepted claims are assigned to scheduling teams to book engineers as needed.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    20 views1 page

    Process May 2021

    Uploaded by

    Faheem Shaikh
    The agent opens a reference in the CRM, policy, and claims systems to check for prior claims. They may attempt a soft fix via call or software. If unsuccessful, a full FNOL claim is started. For new home emergency or boiler claims, the agent accepts or declines based on policy terms. Declined claims are explained and alternative options offered. Accepted claims are assigned to scheduling teams to book engineers as needed.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 1

    FNOL Process

    Customer calls the Claims Reference number Agent to open reference in Agent to check 247 Agent to check
    CRM to ensure the HR360 for any New FNOL to be
    Line Number and DPA Confirmed HR360, 247 CRM and FNOL started
    policy is live recent claims

    If soft fix is
    If applicable, soft fix If the soft fix is Agent to check if
    successful, FNOL to
    to be attempted via unsuccessful, the this is a new or
    be saved and moved
    call or lens software FNOL is completed. exisiting claim via
    to Soft Fix Status
    HR360
    CLAIM CLOSED

    Exisitng - If remedial work Exisiting - If in the recall


    For a new Home Emergency Claim, the previously recommended is related period, the new FNOL will be
    agent will either accept or decline based on to the boiler fault, customer will be left in Refer to Provider for
    the terms and conditions. informed this needs to be UK Team to contact the
    For a new Boiler Claim, the underwriting will completed previous engineer
    explain if covered or not

    If the customer pays, the payment


    UK Team will contact the last
    will be collected under the remedial
    enigneer who attended for
    job and the parts team tasked to
    any parts recommendations
    If declined, the agent will explain why order parts. The deployment team
    If accepted, the agent will move (for boiler, the underwriting will be will then book the engineer. The new
    the job to ETA for the stamped on the job ) and offer a Pay FNOL will be closed.
    Deployment Team to book On Use Service outside the terms of
    the agreement
    If parts are needed and
    covered, UK Team will If no parts are required and
    task Parts Team to order just a reattend, the UK team
    will move the job to Engineer
    If the customer wants to pay, the To be Assigned and the
    If the customer doesnt want to
    payment will be taken and the job deployment team will book
    pay, the claim will be declined
    will be logged as a One Off
    and the agent will categorise Once Parts team have
    Repair and moved to Engineer to
    this, for example, Declined - ordered, Deployment will
    Be Assigned for the deployment
    Shower, Declined - Taps book the engineer
    team to book

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