Define a FNOL intake schema capturing required fields: policy number, insured name, date and time of loss, loss location, cause of loss (peril code), brief description, and contact information for the claimant
Expose an API endpoint or embedded web form that validates the policy number in real-time against the policy administration system before allowing submission, surfacing errors like lapsed coverage immediately
On valid submission, create a claim record in the claims management system with a system-generated claim number, set initial claim status to 'open/new', and assign the claim to an adjuster queue based on loss type and geographic territory
Trigger automated acknowledgment: send the claimant a confirmation with the claim number, adjuster contact information, and next-step instructions via email and/or SMS within the window required by the applicable state fair claims practices regulations
Capture and store the raw submission payload in immutable audit log storage alongside the generated claim number and submission timestamp to support regulatory compliance and dispute resolution
Known gotchas
Many states require written acknowledgment of a claim within a specific number of days (commonly 10 calendar days); the acknowledgment trigger must fire even if the claim is ultimately denied or cannot be verified
Duplicate FNOL submissions are common—claimants may call and also submit online; implement deduplication logic keyed on policy number plus date/time of loss before creating a second claim record
Cause-of-loss peril codes vary by line of business and system; map free-text descriptions to a standardized peril taxonomy at intake to avoid manual recoding during adjudication
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