SUCCESS STORIES
Banking & Financial Services
+155,000 employees
Europe
70% reduction in manual FNOL intake work
50% reduction in time required to create a claims-ready FNOL case
30% improvement in claims-handler productivity for supported FNOL journeys
Challenges
FNOL traditionally required employees to handle the full information-gathering process before a claim could move forward.
Customers reporting a Motor or Home Insurance loss needed to wait for an available employee, answer a series of structured questions, and provide the information required to create the initial case.
At the same time, claim volumes can increase suddenly following events such as storms, flooding, hail or other incidents, making it difficult to scale manual intake capacity quickly.
Key challenges included:
Dependence on employee availability when customers needed to report a loss
Customer waiting and queue times during periods of high demand
Repetitive information collection during every FNOL interaction
Manual data entry and initial report creation
Incomplete information requiring additional customer contact
Administrative work delaying the start of claims handling
Difficulty scaling intake capacity during sudden claim surges
Ensuring consistent information capture across supported claims
Solution
The insurance provider partnered with Mplus to deploy a Graia AI Voice Assistant for Motor and Home Insurance FNOL.
The solution automates the structured information-gathering stage while keeping claims professionals responsible for assessment, validation, decision-making and resolution.
The deployment included:
AI-powered Voice Assistant acting as the first point of contact for FNOL
Guided conversations tailored to Motor and Home Insurance claims
Automated collection of required customer, policy and incident information
AI-powered validation to identify missing or unclear information
Automatic structuring and consolidation of information collected during the call
Automated creation of the initial FNOL report
CRM integration and structured case transfer to the responsible employee
Human handover for processes requiring insurance expertise or judgment
Standardized information capture across supported FNOL journeys
Scalable AI intake capacity for periods of increased claim volumes
Impact
The AI-powered FNOL solution changed how the insurer handles the first stage of the claims process.
Instead of spending significant time asking standard questions, entering information and creating an initial report, employees receive a structured case through the CRM with the key information already captured.
Key outcomes included:
70% reduction in manual FNOL intake work
50% reduction in time required to create a claims-ready FNOL case
30% improvement in claims-handler productivity for supported FNOL journeys
Faster transition from loss notification to claims handling
More consistent collection of required claim information
Reduced administrative work for claims employees
Greater intake capacity during periods of increased claim volumes
A more straightforward reporting experience for customers at a critical moment
Mplus helped the insurance provider move FNOL from a manual information-collection process to an AI-powered conversational workflow.
Rather than replacing claims professionals, Graia takes care of the repetitive work that happens before claims assessment begins. The AI collects the necessary information, validates the conversation, creates the initial case and passes the structured information to the responsible employee.
This allows insurance professionals to spend less time on administrative intake and more time on the work that requires their expertise.
The result is a faster, more consistent and more scalable claims intake process, with AI supporting customers from their first call while keeping human expertise at the center of claims handling.
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