Our Service
Adjuster's First Contact (AFC) is a Service that integrates Web Portals; Mail Notification Services; and Customer Care Operations to form a complete and comprehensive customer service and initial contact verification solution specifically designed for the catastrophic insurance industry. The AFC service was designed to provide a higher level of customer service from the time the policyholder files the claim to the adjuster's inspection. AFC is the link between the insurance company, their claim service contractor's and or their field adjusters. We provide the additional level of service needed to improve the overall efficiency of the entire claims handling process. AFC also increases the level of communication and accountability provided to the insurance company from the claim service provider and the adjuster in the field.
“Our goal is to improve productivity for field operations while controlling and even reducing the costs associated with catastrophic claims adjustment.”
The level of customer service provided to policyholders increases dramatically as our customer care agents offer the calming voice that gives the policyholder the feeling their company really cares about their loss. AFC validates important information necessary for the adjuster to expedite closing the claim and gives the policyholder important tasks to complete while waiting for their adjuster to inspect. The AFC solution creates a synergistic partnership with the catastrophic insurance industry that delivers benefits to the insurance company, claim service agencies, the adjusters and the policyholder.
How the AFC Service Works
The AFC Solution improves the efficiency of catastrophic claims adjusting by adding a layer of integrated services to the claims process from the insurance company out to the adjuster in the field. Overall customer service will improve, state mandated initial contact requirements will be met, and the adjuster's efficiency will increase. The AFC solution can be easily integrated with any cat response teams existing operations, even when multiple vendors are used.
The following overview of the AFC services and process shows how easily AFC will integrate with and add value to your existing operations while improving your customer service during catastrophic events.
1. Claims are opened using the Insurance companies existing FNOL (First Notice of Loss) process.
2. Initial claim data is then sent to both AFC and your Claim Service Company(s).
3. Within 24 hours, AFC mails contact notices to the insured. This mailer informs the insured that their Insurance Company is trying to reach them. They can wait for the AFC customer care operator to contact them, or they can contact us via our toll-free customer support telephone number, or they can access the AFC self-service website - 'MyClaimOnline.Net'. This gives AFC and the insured three ways to make first contact.
4. Within 48 hours the AFC customer care operators begin making outbound calls to expedite the initial contact and validation process. Voice messages are left if answered by a machine and repeated calls are made to numbers where no contact was made.
5. As contacts are made, the insured's data is validated and our customer care operators collect additional information helpful to the adjuster. This information will assist the adjuster in scheduling inspections based on the priority assigned by the triage process. Our operators have been trained to compassionately deal with the trauma that the insured may have encountered and will continue to provide support to both the insured and the adjuster throughout the deployment.
6. Our operators give, gather & validate important information with the insured which helps to expedite closing the claim after the adjuster inspects the property. We validate: (A) The Mortgage Company name, (B) Loss Address (C) Mailing Address (D) Correct names of the insured, (E) Exact damages sustained in the loss, (F) ALE needs (G) Content damages, and much more.
7. To improve audit ability and accountability for our clients, AFC maintains highly secure web portals that are updated daily to provide access to various reports and claim information. This information is partitioned for each insurance company, the assigned claim service company(s) and adjusters.
8. Daily data transfer of all newly opened claims to our system ensures that all claims will be dealt with promptly and efficiently while adjusters continue to perform in the field.
9. Once adjusters have been assigned their claims, we will notify the insured by phone or email of their adjusters name and contact numbers.
10. In addition, our fraud protection program mails, by return receipt, a complete package outlining what the insured must do to receive personal property reimbursements. No more “I threw it out” excuses. This way, when a claim is denied, you will have proof the insured was well informed of their contractual duties.
This is how our service; Adjusters First Contact, becomes a priceless, vital tool for the Catastrophic Adjusting Industry. Our patent pending software allows our trained staff to gather and give ALL of the important information to the insured. To organize that information and store it to our website for the Adjusters, Claim Service and Insurance Company to instantly access. Our service provides both accountability and efficiency under one roof.
Key Benefits to our Stakeholders
By using the AFC service, key benefits are awarded each of the stakeholders in the claims process.
Improved Customer Service: By using the AFC service from the time the insured files the claim to the time and the adjuster inspects the loss, your company will boost customer retention by showing the insured that their company provides superior customer service when they need it the most.
More efficient use of time: By providing the adjuster a detailed report inclusive of: validated claim information, triaged damages and important messaging, your adjusters will have more time to focus on scheduling and field duties.
Reduces error in the field and on paper: By creating a consistent work product which all adjusters use, your company will reduce field errors because the AFC validation reports are provided to them.
Minimize fraudulent claim liability: AFC also provides the insurance company a method to reduce personal property fraud. When a policyholder states they have a personal property loss, AFC sends by return receipt, a package outlining their duties after a loss and explaining how to receive their benefits. No more “I threw it to the curb” excuses.
Improved field adjuster productivity; By using the AFC service your adjusters will close claims more rapidly and efficiently thus allowing you to better serve your customer - the Insurance Company.
Adjuster accountability improves dramatically: All adjusters, even the new ones, will have a simple method of providing you with the information you need quickly and consistently.
Frees supervisor time to examine more files and work on problem claims: If your adjusters work product is more consistent and all the important information is pre- validated, the supervisor will have more time to work on the other problems that arise during a catastrophic event.
Increased support to the Insurance Company: Whether you are contracting AFC directly or using our service through one of our Insurance Company clients, the additional support you will be providing to your customers will set you apart from the other claim service companies.
Eliminates initial insured responsibilities: AFC not only makes the initial contact but we also validate the important information such as loss damages, mortgage company, loss location and any other pertinent information necessary to help you get into the field quicker and close claims faster.
Provides better service to the insured through triage services: You'll know before you schedule, which policyholder's must been seen first.
Increases productivity: By allowing you more time in the field to close more claims your productivity automatically increases.
Comprehensive claim reporting: The AFC system provides detailed reporting of all of the information needing validation. Simply attach it to your file and send it in.
Improves personal property verification: When a policyholder informs AFC they have personal property damage, a complete package is mailed with an inventory form and instructions on how to fill it out - before inspection. No more waiting for hand written inventory lists which must be reentered into the system.
