Client
A major UK insurer with 120+ staff, general insurance.
Challenge
Claims were reported via phone, email or PDF forms.
- Staff had to manually re-key all the data into their internal core systems.
- Supporting evidence (photos, documents, statements) arrived scattered across emails and was sometimes lost entirely.
- Claims frequently had missing or incomplete data.
Resulting Risk
- Poor audit trail of initial disclosure
- Delays affecting FCA Treating Customers Fairly expectations
- Lost evidence and version-control issues
- High error rates from manual re-keying
- Slow claims handling and customer frustration
Our Approach
We ran a rapid workflow discovery (exactly like the one included in our £3,500 Triage & Blueprint package) and delivered a complete future-state design.
Solution Delivered
A fully structured digital First Notification of Loss (FNOL) system:
- Web and mobile-friendly digital FNOL form
- Auto-ingestion of supporting documents with intelligent data extraction
- Real-time validation (flags missing fields, inconsistencies, etc.)
- Immediate automated claim triage and routing to the right team
Results
- Claims now captured and processed in real time instead of days
- Zero manual re-keying or lost documents
- 100% complete and consistent claim data on first submission
- Full auditable trail from the moment of initial disclosure
- Significantly faster claims handling that meets FCA fair treatment of customers standards
The entire process moved the insurer from a slow, manual, error-prone intake workflow to a secure, automated, real-time digital FNOL system.
Client Outcome
“Data Operatives turned our chaotic claims intake into a fast, clean, auditable process. We no longer lose documents, miss data, or worry about FCA fair treatment delays.”
— Head of Claims (anonymised)
Looking for Similar Results?
We help businesses replace risky manual workflows with secure, scalable systems.
Book Free 30-Min Risk Scan >>