Good evening, I had a motor accident this morning. I need to file a claim.
AGENT · FNOL INBOUND
The First Notice of Loss arrives structured in the system, from any channel.
FNOL Inbound receives the First Notice of Loss from any channel: customer app, phone, WhatsApp. It recognises the customer, extracts the structured claim data, classifies the type, collects the initial documents, opens the case in the carrier's management system. The adjuster starts with the case already set up.
FNOL Inbound at work.
Good evening. I've found your active motor TPL policy. To open the case: date and time of the accident, dynamics, any injuries, description of the damage. Can you give me a brief account?
This morning at 9:15. Rear-end on the motorway. No injuries. Damage to the rear bodywork.
Case opened: reference #2024-09231. Category: motor TPL, property damage, no injuries. To complete: damage photographs and the claim form. You can send them here via WhatsApp. An adjuster will be assigned within 48 hours.
Why it exists.
The First Notice of Loss is the moment the claim case is opened. For the customer it is one of the most delicate moments in the relationship with the carrier: they need clarity and fast handling. For the carrier it is the moment where operational errors are costly — incomplete data collected, wrong classification, delays in case opening all generate disputes.
How it works each notice.
FNOL Inbound activates when a notice is received on any channel. It recognises the customer in the carrier's management system, extracts the structured data from the notice, classifies the claim type, starts collection of initial documents with targeted requests to the customer on the channel they used, and opens the case in the management system with the pre-classification.
The decision stays with the adjuster.
The adjuster or the case-opening claims team receives the case already structured, with the data collected and the first document request already sent to the customer. The claim assessment, the definitive liability classification, and the liquidation decision stay with the adjuster under the carrier's procedures.
Head of claims operations, adjuster, and end customer.
Head of claims operations
The head reclaims the time of manual case opening, which is massive and recurring. The opening team concentrates on cases requiring judgement: complex claims, anomalies, escalations, not standard data entry.
WhatsApp «I had an accident, this is Rossi»
Type Auto liability · medium
Policyholder Rossi Marco
Policy #IT-2024-04471
Case opened · CRM updated
Adjuster
The adjuster receives the case already structured. They reclaim time on initial data collection, because the customer has already been guided by the agent through structured collection. They concentrate on assessment and settlement.
Claim type Auto liability
Severity Medium
Adjuster Dr. Ferrari · Northeast
Initial reserve € 4,200
Routed ✓
End customer
The customer regains the fluidity of first contact. The notice goes out on the channel they prefer — app, WhatsApp, phone — the requests for additional documents arrive clearly. The adjuster arrives with the context ready.
Auto liability · #2024-0847
Current reserve € 4,200
Proposed reserve € 3,850
Underwriting aligned ✓
Proposal ready · awaiting adjuster
Notice via WhatsApp, case opened in minutes.
The customer files a notice via WhatsApp Business.
For a multi-line carrier, a customer files a motor TPL claim notice via WhatsApp Business on a Saturday afternoon. In a few seconds the agent recognises the customer (WhatsApp number → CRM contact → active motor TPL policy), extracts the structured data from the conversational notice: date and time of the event, counterparties involved, preliminary dynamics, presence of injuries, first description of the damage.
Case opened with pre-classification and first document request.
It opens the case in the management system with the pre-classification 'motor TPL, property damage, no injuries', assigns the claim identifier. It replies to the customer via WhatsApp with: confirmation of case opening with reference, request for damage photographs and the completed claim form, step-by-step instructions for delivery. The customer sends the photographs via WhatsApp within half an hour.
Monday morning the adjuster finds the case already structured.
The agent receives the photos, attaches them to the case, confirms receipt, and gives the customer the reference for the adjuster who will be assigned within 48 hours. On Monday morning, the assigned adjuster finds the case already structured with all the data and documents collected. The full event stays in the runtime audit registry for IVASS audit.
Declarative rules, claims management system in delivery.
The FNOL Inbound rules are declarative. The carrier's claims operations team defines in a readable format the claim taxonomy (types, sub-types), the initial documents required for each type, the data-collection flow by channel (more structured for the app, more conversational for WhatsApp), the format of the structured case. The rules live in the customer's repository, versioned, validated at agent startup.
The runtime's native channels are WhatsApp, Telegram, OpenAI-compatible HTTP, and Slack. Email intake requires an IMAP/webhook adapter delivered during the project. Integration with the claims management system is delivered via a dedicated adapter by the Exelab team.
- Language
- TypeScript (Node.js)
- LLM model
- customer's choice: Anthropic, OpenAI, Mistral, open source models hosted internally, AWS Bedrock for a private model
- Built-in controls used
- pii-detector, credential-detector, prompt-injection, topic-guardrail
- Native delivery channels
- WhatsApp, Telegram, OpenAI-compatible HTTP (app webhook, call centre), Slack
- Email and other channels
- IMAP/webhook adapter delivered during the project
- Claims management system integration
- dedicated adapter delivered during the project (Guidewire, Duck Creek, proprietary systems)
- Audio call transcription
- not a built-in capability; external transcription service configured during delivery
- Memory
- persistent per instance, pgvector + PostgreSQL FTS on customer context
- Registry
- append-only, queryable with a standard SQL client (Reg. IVASS 41/2018 audit inspectable)
Frequently asked questions about the agent.
No. FNOL Inbound opens the case with structured data and collects the initial documents. The claim assessment, the definitive liability classification, and the liquidation decision stay with the adjuster under the carrier's procedures.
The declarative rules configured by the claims team include the classification of claims with injuries as high priority with immediate escalation to the case-opening claims team, replacing the standard flow. The agent flags the case with high priority on the head of claims operations' work channel, activating the carrier's protocol for claims with injured parties.
The customer app integrates the FNOL flow via webhook: the app sends the structured data collected from the customer to the agent, the agent opens the case, the app receives the case reference for the customer. The integration pattern is defined during delivery based on the carrier's specific app.
The typical pattern for FNOL Inbound is 10-14 weeks. Discovery 2-3 weeks, claim taxonomy and collection rule configuration with the claims team 3-4 weeks, claims management system and intake channels integration 4-5 weeks, hand-off to the claims operations team 1-2 weeks.
From a 30-minute conversation to the squad in production.
A 30-45 minute conversation to understand how FNOL Inbound would configure to the carrier's case. Which intake channels, which claims management system, which claim taxonomy.