Claims Intake, FNOL and Triage

In short

Everything between the loss happening and the file reaching the right queue: how notice arrives, what gets captured at first touch, and how a claim is scored, routed and clocked before an adjuster ever opens it.

5 pages

definitions

Cause of loss: the coded field, and why the caller's story is not itThe loss narrative and the coded cause of loss are two fields with two jobs. Conflating them gives reporting nobody trusts and routing nobody can explain.definition6 min
Claim severity score: a routing input, not a reserve and not a decisionA severity score exists to decide which queue a new claim joins and how fast. Everything a licensed person is accountable for stays outside its remit.definition6 min
Date of loss, date reported, date received: three fields that are not the same fieldOne date decides coverage, one decides whether notice was late, and one starts your service clocks. Collapsing any two of them breaks something you will not notice for months.definition10 min
First notice of loss: the fields that turn a call into a workable fileA first notice of loss is not a claim file. It becomes one when it carries enough structure to be routed, clocked and reserved without a call back to the reporter.definition6 min

diagnostic

The damage photos come back too dark, too close, or missing the one angle the adjuster needsSplit your photo rejections by capture path and device class before redesigning anything. In-app camera and gallery upload fail for entirely different reasons and need different fixes.diagnostic12 min

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