Independent insurance agency captures FNOL in under 90 seconds with zero staff overtime

The challenge

Guardian Life's small claims team received first-notice-of-loss calls at all hours. Evening and weekend calls went to voicemail — claimants left incomplete messages, the team spent morning hours calling back for missing policy numbers and loss details, and average time-to-file a claim exceeded 48 hours from loss event.

The solution

Voxovo's inbound agent handles FNOL 24/7. It collects policy number, claimant contact, loss date and type, location, and three structured detail fields. For life, disability, or total-loss events it immediately warm-transfers to an on-call adjuster with the intake packet read aloud. Non-urgent property claims are queued for next-business-day assignment with the full intake pre-populated in the claims system via webhook.

Results

• Average FNOL intake time: 87 seconds
• 48-hour time-to-file reduced to same-day for 73% of claims
• After-hours claimants no longer leave voicemail; 0 incomplete FNOL records
• On-call adjuster weekend calls dropped 31% (non-urgent now deferred properly)