First Contact Service Overview

After a Catastrophic event occurs and a claim is filed, the most important communication with the insured is the “First Contact”. This initial contact is required to gather all the important claim, contact and loss detail information required to effectively execute and close the claim. This is also the point at which insurance companies start to provide the high quality customer service today’s insured deserves.

The First Contact (FCI) technology platform integrates Customer Care Operations and actuarial data gathering to form an “end to end” solution specifically designed for the Catastrophic Insurance Industry. The FCI application provides a significantly higher level of customer service from the time it takes from when the insured files the claim to when the adjuster can provide the required inspection. FCI is the link between the insurance company, their claim service contractors and/or their field adjusters. We provide the additional level of service necessary to greatly improve the overall efficiency of the entire claims handling process.

Catastrophe
Accountability
Communication


"Our goal is to improve the productivity of field operations while controlling
and even reducing the costs associated with catastrophic claims adjustments."

During the extremely stressful time at the start of a severe storm, even seasoned adjusters often fail to properly inform the insured of all they need to know, and gather all of the necessary information required to help them close their claims more efficiently. This increases the burden on the insurance company to accurately calculate their loss adjustment expenses.


Problems ÷ FCI = Solutions...

• The insured often feels they are “left in the dark” as to what to do next.
• Adjusters often feel they would rather be in the field performing inspections than dealing with endless phone calls.
• Insurance Companies who want their customers serviced properly and the claims processed quickly are not consistently getting the level of service they require.
With First Contact, claim efficiency increases because:
• By the time an adjuster arrives at the CAT site, the insured has been contacted, expectations have been set and the most important information has already been gathered.

FCI provides the necessary level of customer service that increases customer satisfaction, customer retention, reduces the chances the insured might hire a public adjuster and/or even retain counsel. All of these benefits amount to significant cost savings to insurance companies’ loss adjustment costs.
“Customer Service When Needed Most” = “The Calm During the Storm”