First Notice of Loss - FNOL Logging

Overview

The FNOL workflow captures the first report of a claim, submits it to the carrier, and keeps the insured informed while you track progress. Use Notes, Tasks, Claims, and Documents so every step is auditable and nothing gets missed.

Best Practice: Always log who reported the loss, how it was reported (phone/email/portal), and confirm the reporter’s identity before recording details.

1️⃣ Collect Claim Information from Policyholder

Purpose: Capture all essential details to open the claim record.

How to do it in Momentum AMS:

1. Locate the insured: Use the dynamic search → open the Insured’s Details Page.

2. Open a claim intake: Go to Activity History → Claims → Add New.

3. Select Claim Type: Choose from Automobile Loss, Property Loss, General Liability, Workers Compensation, Commercial Auto, Medical/Healthcare, or Other.

4. Complete the intake form: Enter date/time of loss, location, incident description, parties involved, injuries/damage, police info (if any), and best contact details for the insured. Click Save.

5. Attach provided documents: Go to the claim’s Documents area → Add File to upload photos, police/incident reports, emails, or a signed FNOL form.

6. Note & task: From the insured, Notes → Add New: “FNOL recorded – [date/time], reporter verified.” Then Tasks → Add New: “Confirm carrier submission & update insured,” due in 1–2 business days (assign to you or CSR).

If the loss arrives as a Service Request (portal/form), open it from Activity History → Service Requests, then Convert to Task and proceed to Add New Claim as above.

2️⃣ Document Policy Claim Loss Details

Purpose: Ensure the claim record is complete and ready for submission.

How to do it in Momentum AMS:

1. Open the claim: Activity History → Claims → select the claim created in Step 1.

2. Fill out full details: Confirm/complete fields for loss date/time, loss cause/type, description, involved parties/witnesses, reported damages, authorities contacted, and any temporary mitigation performed.

3. Upload supporting docs: In the claim’s Documents, attach photos, police reports, witness statements, emails, and any intake/signed FNOL PDFs.

4. Quality check: Verify policy number, LOB, producer/CSR assignment, and primary contact info are accurate on the claim.

3️⃣ Process Policy Claim Submission

Purpose: Formally submit the claim to the carrier.

How to do it in Momentum AMS:

1. Verify details: Open the Claim Record and double-check loss details, insured contact, policy info, and incident summary.

2. Prepare the FNOL form (choose one):

   • ACORD 1 – Property Loss Notice

   • ACORD 2 – Automobile Loss Notice

   • Carrier-specific FNOL (fillable PDF/Smart Form or carrier portal form)
     Tip: If using a PDF or Smart Form, save a copy to the claim’s Documents.

3. Submit to carrier:

   • Preferred: Upload/submit via carrier portal and capture the confirmation page/number (PDF or screenshot → save to Documents).

   • Alternate: Email to the carrier’s claims inbox; save the sent email or acknowledgment to Documents.

4. Log submission: Add a Note on the claim: “FNOL submitted to [Carrier] via [Portal/Email] on [date/time]. Claim # (if issued): [####].”

4️⃣ Communicate Claim Process to Policyholder

Purpose: Inform the insured of next steps and set expectations.

How to do it in Momentum AMS:

1. Confirm submission: Check for immediate portal confirmation or claim number.

2. Draft the message: Include claim number (if available), expected adjuster contact timeframe, typical milestones, documents the insured may need (photos, estimates), and your contact info.

3. Send to insured:

   • Email (preferred): From the insured’s Actions → Send Email (auto-logs to the record).

   • Phone: Call, then Notes → Add New with a recap.

   • Text (if enabled): Send SMS, then paste recap in Notes.

4. File the message: Upload/email copy to Documents or paste into Notes with subject “FNOL – Client Instructions Sent [date].”

5. Follow-up task: Tasks → Add New: “Verify adjuster contact with insured,” due in 2–3 business days.

5️⃣ Monitor Policy Claim Status

Purpose: Track progress and keep the insured updated.

How to do it in Momentum AMS:

1. Check carrier portal: Use the claim number to review adjuster assignment, contact attempts, or document requests.

2. If no movement in 5 business days: Call/email the carrier’s claims team. Notes → Add New: log who you spoke to, summary, and next steps.

3. Update the insured: Email a concise status (adjuster assigned? documents needed? next milestone?) and log to Notes; attach any carrier correspondence to Documents.

4. Task cadence: Maintain a recurring Task (weekly or biweekly) until settlement/closure; adjust frequency for severity.

5. Closeout: When resolved, Notes → Add New: “Claim closed/settled on [date]. Outcome: [summary].” Close all open claim-related Tasks.

Tips & Best Practices

• Identity verification: Always confirm the caller/reporting party’s identity before discussing claim details.

• Consistency: Use a standard FNOL question set (store as a Smart Form or a template Note) to avoid missed details.

• Documents naming: Use carrier + claim # + date in filenames for fast retrieval (e.g., Allied_Claim123456_2025-08-18.pdf).

• Internal tags: Consider tagging the policy/insured Claim – Open and switching to Claim – Closed at resolution for quick reporting filters.

• Service Requests: When the insured asks for a COI, police report copy, or rental letter, create a Service Request linked to the claim so client deliverables don’t get lost among internal tasks.