Capture first notification of loss from any channel, validate policy details in real time, and route claims to the right handler — all without manual re-keying.
Most insurers still rely on call handlers manually transcribing loss details into multiple systems. Delays between notification and acknowledgement increase fraud exposure, inflate indemnity spend, and put you on the wrong side of the FCA's Consumer Duty outcome expectations for timely communication.
Handlers copy details from phone notes into the policy admin system, claims platform, and broker portal — introducing transcription errors and adding 8-12 minutes per notification.
Without automatic policy validation, handlers spend time confirming cover, excess levels, and endorsement conditions before the claim even reaches an adjuster.
Free-text notes produce incomplete records that cause downstream rework during reserving, liability assessment, and FCA complaints handling.
Outcome 3 (Consumer Understanding) requires clear, timely communication. Slow acknowledgement and missing status updates risk regulatory scrutiny.
Purpose-built capabilities — not generic templates you have to work around.
Accept FNOL via web form, email, API, phone (with CTI integration), or broker portal — every submission follows the same structured workflow.
Automatically match the loss event against active policy records, confirming cover type, excess, and endorsement conditions before the claim is created.
Route claims to specialist handlers by peril type, reserve band, or geographic region using configurable business rules — no developer needed.
Generate and send FCA-compliant acknowledgement letters with claim reference, next-steps guidance, and expected SLA within seconds of submission.
Dynamic question sets adapt to peril type — motor, property, liability — ensuring the right data is captured first time, every time.
A loss event is submitted via any supported channel. The system normalises the data into a standard FNOL record and assigns a unique claim reference.
The notification is matched against the policy admin system to confirm active cover, applicable excess, endorsements, and any co-insurance arrangements.
Missing fields trigger targeted follow-up requests. The claim is scored by peril complexity and estimated reserve band, then routed to the appropriate handler queue.
A personalised acknowledgement is sent to the policyholder and broker. The SLA timer starts, and the handler receives a fully populated case with all supporting documents attached.
Try these tools to assess and improve your operations.
Yes. SwiftCase connects to policy admin platforms via REST API or file-based data exchange. We support real-time lookups against systems like Acturis, SSP, Open GI, and CDL, as well as bespoke in-house platforms.
Web and email submissions are processed 24/7 automatically. The system validates the policy, creates the claim record, sends the acknowledgement, and queues the case for the next available handler — so nothing waits until morning.
SwiftCase supports Consumer Duty Outcome 3 by providing immediate, clear acknowledgement with plain-language next steps. Every communication is logged with timestamps for regulatory evidencing.
If no match is found, the claim is flagged and routed to a senior handler for manual review. The policyholder still receives an acknowledgement explaining that their notification is being processed.
See how SwiftCase captures, validates, and routes first notifications of loss — reducing response times and improving data quality from day one.
