One of the biggest challenges of AI-driven claims handling is the First Notice of Loss (FNOL.) This is the first interaction between the insured and the insurance carrier. This process carries the vital task of connecting with the insured in a meaningful way while considering every insured’s situation may be unique. While some recent studies suggest a large number of insureds are open to automated claim handling, the industry still must consider that the “old way” of doing things remains in the forefront of the experience. Some customers will automatically want to communicate with a human, perhaps not trusting the process of working with an automated system. Over time, this mindset will lessen and customers will become accustomed to the AI process, especially knowing they have the option of working with a claims specialist in situations where one is clearly needed. Here are a few examples of phone scenarios in which right out the gate, the caller – the insured – wants to know if they are speaking with a claims specialist or an automated specialist.
Thank you for calling ClaimSurance. Whom do I have the pleasure of speaking with?
- This is XYZ. I need to file a claim. Are you a real person?
Option 1 — Natural and reassuring
Hello, XYZ. I’m your virtual claims assistant. I can collect the details of your claim right now and provide a claim number immediately so your claim can begin without delay. If at any point it appears your situation would benefit from a claims specialist, I will connect you with one right away.
Option 2 — Slightly more professional
Hello, XYZ. I’m a virtual claims assistant. I can gather the information needed to open your claim and issue a claim number immediately so the process can begin. If at any time additional expertise is needed, I will transfer your claim to a claims professional.
Option 3 — Very insurance-industry tone
Hello, XYZ. I’m your virtual claims assistant. I can open your claim now and provide a claim number immediately so the process can begin. If at any point additional review is needed, I will connect you with a claims specialist.
Option 4 — The most customer-friendly
Hello, XYZ. I’m your virtual claims assistant. I can take your claim information now and provide a claim number right away so your claim can begin immediately. If at any point we determine additional assistance would be helpful, I will connect you with a claims expert.
Option 5 — Slightly futuristic (fits your AI stress-test work)
Hello, XYZ. I’m your virtual claims assistant. I can gather the details of your claim now and provide a claim number immediately so your claim can begin right away. If your claim requires additional review, I will connect you with a claims specialist.
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